Helpdesk End-to-end Testing Guide

For JAO ALMA Integrated Test, May 10-June 4 2010

Table of Contents

Overview of testing process:

You will be asked to play a role in a set of four scenarios reflecting a real-life workflow of the helpdesk process. Individuals will be assigned the role of "observer", "triage staff" or "user support specialist". As you perform your role for each test, keep in mind that there is a real-life interaction between the various roles, so feedback may not be instantaneous. It is not possible to quickly perform all tasks for a given role - you may have to wait for another tester (e.g. triage staff) to complete their action first.

In each of the four tests described below, there is a set of steps that role-players will perform. All four tests can be performed concurrently, but the steps within each test must be performed sequentially. Step #1 of each test is where the person playing the role of an "observer" will submit a helpdesk ticket simulating a "real-life" problem or question. Within the message content of the ticket, the user should indicate which test is being performed. From that point, the "observer" is dependent upon the responsiveness of the testers playing the support staff roles.

All testers should download the Excel spreadsheet containing the test matrix and feedback form appended to this page. For each of the four tests described below, each tester should perform the actions assigned to their role (Observer, Triage or USS) and record the results in the test matrix columns appropriate to each test. The test matrix includes links to screen shots for many of the steps to help guide them. All screenshots are posted to https://safe.nrao.edu/wiki/bin/view/ALMA/HelpdeskE2eTestGuide.

When you have completed the test matrix, please email results to [ ksharp at nrao dot edu ].

Tests to be performed:

Test 1: Ticket Submission - Knowledgebase solution:

In this test we are simulating the quick resolution of a ticket by a triage staff member using a "canned" knowledgebase article. The person playing the role of observer will submit a ticket indicating "test #1" with some text. At a later time a triage tester will receive the ticket indicating "test #1" and resolve it using an existing knowledgebase article. Note that in this case, the response may not make sense in the context of the ticket you submit - we are testing the functionality of the system, not the content of the knowledgebase. Once the observer receives the response from the staff member, the observer can finish the last step and close the ticket.

  1. Observer: Perform all steps in Section O1 of the test matrix
  2. Triage: Perform all steps in Section T1 of the test matrix
  3. Observer: Perform all steps in Section O2 of the test matrix

Test 2: Ticket Submission - Assign to support staff:

Here we simulate the workflow of a ticket with some issue or question that requires the involvement of a User Support Specialist. The observer will submit a ticket indicating "test #2", along with some simulated problem. Triage will receive the ticket indicating "test #2", and respond appropriately by assigning the ticket to a USS. The USS will then resolve the ticket and send a reply back to the observer, who will close the ticket.

  1. Observer: Perform all steps in Section O1 of the test matrix
  2. Triage: Perform all steps in Section T2 of the test matrix
  3. User Support Specialist (USS): Perform all steps in Section S1 of the test matrix
  4. Observer: Perform all steps in Section O2 of the test matrix

Test 3: Ticket Submission - Transfer to another ARC

This is a more complicated use-case involving the triage and USS staff of another ARC. The observer will submit a ticket indicating "test #3", along with a simulated issue. The triage tester from the observer's home ARC will see "test #3" in the text of the ticket, and perform the steps indicated in the test matrix to transfer it to one of the other two ARCs (either one will do). The other ARC is then responsible for resolving the ticket, and ultimately the observer will close it.

  1. Observer: Perform all steps in Section O1 of the test matrix
  2. Triage (ARC #1): Perform all steps in Section T3 of the test matrix
  3. Triage (ARC #2): Perform all steps in Section T2 of the test matrix
  4. USS (ARC #2): Perform all steps in Section S1 of the test matrix
  5. Observer: Perform all steps in Section O2 of the test matrix

Test 4: Ticket Submission - Transfer to external tracking system

In this final test, a ticket will be generated that involves an issue more appropriately addressed to an external ticket tracking system such as JIRA. For this test, the observer will again indicate the test number - "test #4" in this case. Triage will receive the ticket, and assign it to a USS. The USS tester will create a response indicating a phony tracking number for the external system, and set the status to "Pending". The next part of this test involves the USS utilizing the "ticket search" functionality of the software, where he or she will search for the "Pending" ticket status, select the ticket from the search list, and then ultimately resolve the ticket and send it back to the user.

  1. Observer: Perform all steps in Section O1 of the test matrix
  2. Triage: Perform all steps in Section T2 of the test matrix
  3. USS: Perform all steps in Section S2 of the test matrix
  4. Observer: Perform all steps in Section O2 of the test matrix

Test Login URLs:

Topic attachments
I Attachment ActionSorted ascending Size Date Who Comment
Helpdesk_UT1_TestMatrix.xlsxls Helpdesk_UT1_TestMatrix.xls manage 45 K 2010-05-07 - 18:40 JohnHibbard Test matrix for Helpdesk user test No.1
Topic revision: r7 - 2010-06-22, KellySharp
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