Helpdesk Failover / Failback Testing Procedure
From the user interface verify that you can do all of the following:
- Access and read old tickets.
- Post a reply to an old ticket.*
- Submit a new ticket.*
- Attach a file to a ticket.
- Access and read KB articles.
- Links work properly.
- Notification links (URLs) work properly.
- Link from Science Portal works properly.
- Manually entered links works properly.
From the staff interface verify that you can do all of the following:
- Change ticket owner, department, and status.*
- Post a note.*
- Reply to a ticket.*
- Insert macros and KB articles into a ticket reply.
- Create a new ticket for a user.*
- Open a ticket attachment.
- Edit an existing KB article.*
- Create a new KB article.*
- Use quick filter and search functionality.
- Links work properly.
- Notification links (URLs) work properly.
- Manually entered links works properly.
Verify that the administration interface works properly:
https://help.almascience.org/admin/
- 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/
- Login and execute a query.
* Verify that proper email notification is sent to staff and/or user for each of these actions.