Helpdesk Failover / Failback Testing Procedure

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.

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. Create a new ticket for a user.*
  6. Open a ticket attachment.
  7. Edit an existing KB article.*
  8. Create a new KB article.*
  9. Use quick filter and search functionality.
  10. Links work properly.
    1. Notification links (URLs) work properly.
    2. Manually entered links works properly.

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.

Verify that the helpdesk report page works properly: https://help.almascience.org/reports/
  1. Login and execute a query.

* Verify that proper email notification is sent to staff and/or user for each of these actions.
Topic revision: r2 - 2014-02-24, JaredCrossley
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