Define external routing test implementation

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Define the External Routing Test Tools plugin [com.glide.awa.external.test_tools] with a simplified external-routing-provider sample Automated Test Framework (ATF) by using the demo data that is available with the plugin installation.

    To run the ExternalRoutingConfigurationTestTool, verify that you have:
    • Loaded the demo data for AWA, awa.external, and awa.external.test_tools.
    • Filled up the credentials in the AutomationUser in the sys_auth_profile_basic table.
    • Created the HTTP(s) Connection in sys_alias, ServiceNow_Basic record.

    You must open the ExternalRoutingConfigurationTestTool record and click Run Test to complete the actions of the External Routing test.

    Functions of the External Routing Test Tools plugin (com.glide.awa.external.test_tools)

    When the External Routing Test Tools plugin (com.glide.awa.external.test_tools) is run, it validates if:
    • The Connection record is created in the HTTP(S) Connection [http_connection].
    • The Credentials are provided in the HTTP(S) Connection [http_connection].
    • The AWA_Queue record is updated successfully with the following values:
      • External = true
      • Provider = ServiceNow Demo
    • A record is successfully created in the Interaction [interaction] table with the following values:
      • Short description = Created from ATF test automation
      • State = New
      • Type = Chat
    • The record is automatically created in the Work Item.
    • The Server-Side Validation Script is run by passing the Work Item ID to the Workflow Studio and calling to the external third-party CCaaS provider.
    • The sys_flow_context ID is retrieved from the sys_flow_context execution.
    • The retrieved sys_flow_context ID provides the payload response.
    • The payload response belongs to the Work Item that you have created.
    • The Server-Side Validation Script is run to verify if the response is successful and then the payload is sent to the Manual Assignment REST API.
    • The authorization for credentials is configured in the Basic Auth Configuration [sys_auth_profile_basic] table.
    • An Agent is available in the User [sys_user] table to ascend the payload.
    • The Server-Side Validation Script is run to confirm that the Agent is available in the correct Service Channel.
    • The Manual Assignment REST API is called when the Agent is available.
    • The response status is successful and the response payload contains Manual Assignment successfully requested.
    • The AWA Work Item is successfully assigned to the Agent and is not in the queue state.
      Note:
      If the test fails at any step, the detailed information about where the configuration failed is provided to the user along with the solution to fix it.