ATF for SLA, Validation ,Change priorities ,Validate that that the SLAs breakdown are being created

[SuganyaV6003655]

Incident ATF for 

SLA and complete life cycle,Validation,Change priorities,Validate that the SLAs breakdown are being created correctly - Incident,Validate Creation of SLAs in Service Request, Reporting

[Sardash]

@SuganyaV6003655 -

Can you please elaborate on your question? I'm finding it a bit unclear."

[SuganyaV6003655]

I required ATF steps for following SLA and complete life cycle,Validation,Change priorities, Validate that the SLAs breakdown are being created correctly - Incident, Validate Creation of SLAs in Service Request, Reporting

[Sardash]

@SuganyaV6003655 - 

Please follow below steps to Create ATF for Incident Management -

1. Create a User - ATF Fulfiller. Give itil role. Add to required group for eg - Service Desk

2. Create a User - ATF Test User.(It will be end user so no roles required). Mark the Impersonate checkbox as True

3.  Open a new form - Select table as Incident

4. Set field values -

- Caller field - Give reference of step 2

- Short Description - Incident Creation 

- Select Impact and Urgency based on priority you want

5. Submit a form

6.  Impersonate - Give reference of Step 1 in User field

7.  Open an Existing Record - Give reference of Step 5 in Record field

8.  Set field values -

- Assignment group  - Select Service Desk

- Assigned To - Give reference of Step 1

9. Click a UI Action - 

- UI Action - Save

- Assert Type - Form submitted to Server

Note - As soon as Incident is assigned to any user, incident state will change to 'In Progress'

10. Record Query -

- Assert Type : There is atleast one record matching the query

- Table : Task SLA

- Conditions :

1. Task is give reference of step 5 AND

2. SLA Definition is (Select Priority for eg - Priority 4 Resolution)

11.  Record Validation -

- Table : Task SLA

-  Record : Give reference of Step no 10

- Field values :

Stage is In Progress

12. Open an Existing Record - 

- Table : Incident

- Record Field - Give reference of Step 5

13.  Set field values - 

- State : On Hold

- On Hold Reason : Awaiting Vendor

14.  Click a UI Action - 

- UI Action : Save

- Assert Type : Form submitted to Server

15. Again add Record Query and Record Validation step to check SLA is attached and to validate stage of SLA

Note - Similarly follow these steps for other States like Resolved

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