Helpdesk Failover / Failback Testing Procedure

This procedure has been used by NA staff to failover testing. Updated and generalized for use by all ARCs. Please update as appropriate.

User Interface

From the user interface verify that you can do all of the following:
  1. Access and read old tickets.
  2. Post a reply to an old ticket.*
  3. Submit a new ticket.*
  4. Attach a file to a ticket.
  5. Access and read KB articles.
  6. Links work properly.
    1. Notification links (URLs) work properly.
    2. Link from Science Portal works properly.
    3. Manually entered links works properly.

Staff Interface

From the staff interface verify that you can do all of the following:
  1. Change ticket owner, department, and status.*
  2. Post a note.*
  3. Reply to a ticket.*
  4. Insert macros and KB articles into a ticket reply.
  5. Open a ticket attachment.
  6. Edit an existing KB article.*
  7. Create a new KB article.*
  8. Use quick filter and search functionality.
  9. Test advanced search.
  10. Links work properly.
    1. Notification links (URLs) work properly.
    2. Manually entered links works properly.

Administrator Interface

If you have admin access, verify that the administration interface works properly: https://help.almascience.org/admin/
  1. Login, click a few buttons, and confirm that layout and information looks correct.

Helpdesk Reports

Verify that the helpdesk report page works properly: https://help.almascience.org/reports/
  1. Login and execute a query.
Topic revision: r1 - 2016-01-25, JaredCrossley
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