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Testing Team Dynamix Incidents

Introduction

This article describes the steps to follow to test a Team Dynamix Incident report.  For the testing you are asked to test four scenarios:

  1. Normal, non-urgent customer incident report.
  2. Urgent customer incident report.
  3. Normal, non-urgent Technician incident intake.
  4. Urgent Technician incident intake.

As you review the incidents pay careful attention to:

  1. Service page information is correct and complete.
  2. Incident specific information is correct and complete.
  3. Cascading attributes work as expected.
  4. Ticket was routed to the correct group.
  5. SLA is correct.
  6. Ensure that when you “Resolve” the ticket you provide any comments.
  7. In the Comments section enter "pass" or "fail" on the test.

Estimate Time to Complete

Depending on the complexity of the Service/Incident you can expect to spend between 15 – 30 minutes completing the tests.

Steps

To Start Scenarios 1 and 2, using the Client Portal

See How to Create and Test an Incident Through the Portal for video demonstration on how to create and test an incident ticket as a Client through the Client Portal.

  1. Logging into the Client Portal
  2. Select “Services”
  3. Select the Service Category
  4. Select “Name of Service – Report an Issue” (e.g. “Software Applications – Report an Issue”
    1. Alternatively search on key words.
  5. Review the Incident intake information.  
  6. Select “Report an Issue” (or similar verbiage)
  7. Select the various options on the form and ensure any cascading attributes work as expected.

Scenario 1:  Normal, non-urgent customer requests

  1. Select General Stop work = No
  2. Select “Request”
  3. In the Additional comments section type in the scenario you are testing (e.g. "Normal, non-urgent customer request")
  4. When viewing the ticket (see below) ensure that the SLA assigned is “Respond within 24 hours”

Scenario 2:  Urgent customer request

  1. Select General Stop work = Yes
  2. Select General – Incident Urgency = High
  3. In the Additional comments section type in the scenario you are testing (e.g. "Urgent customer request")
  4. Select “Request”
  5. When viewing the ticket (see below) ensure that the SLA assigned is “Emergency”

To Start Scenarios 3 and 4: Using TDNext Technician View

See How to Create and Test an Incident Through TDNext for a video demonstration on how to create and test an incident ticket as a Technician through the TDNext application.

  1. Enter TDX through the User Application
  2. Click on Technology Support Center application (Select the Waffle, click on “Technology Support Center”
  3. Select “+ Incident Form” (this is the technicians view of entering a ticket)
  4. Under Form, select the name of the Incident Form.
  5. Provide the required information.
  6. Select the various options on the form and ensure any cascading attributes work as expected.

Scenario 3:  Normal, non-urgent Technician incident intake

  1. Select General Stop work = No
  2. In the Additional comments section type in the scenario you are testing (e.g. "Normal, non-urgent Technician incident intake")
  3. Select “Request”
  4. When viewing the ticket (see below) ensure that the SLA assigned is “Respond within 24 hours”

Scenario 4:  Urgent Technician incident intake

  1. Select General Stop work = Yes
  2. Select General – Incident Urgency = High
  3. In the Additional comments section type in the scenario you are testing (e.g. "Urgent Technician incident intake")
  4. Select “Request”
  5. When viewing the ticket (see below) ensure that the SLA assigned is “Emergency”

Verifying the Ticket

  1. Move to the Desktop
  2. Ensure “Technicians” desktop is selected
  3. Find the tickets under your group
  4. Verify the ticket was routed to the correct group.
  5. Verify all fields are what you entered.
  6. Verify the correct SLA is assigned.
  7. Provide any comments or corrects,
  8. If the scenario worked as expected explicitly input "Pass" in the Comments section otherwise input "Failed". 
  9. If test passed, update the ticket and mark as Resolved; otherwise, update the status to Open.
  10. Click Save.
  11. TDX Adminstrators will review your comments and Close or Re-Open the ticket as required.

Complete the Survey

You may receive a ticketing survey once the ticket is closed or resolved.  Please respond to the survey.

Conclusion

Performing these tests will ensure the basic functionality of the incident issue report and it is important that you fill in the Comments section of the resulting ticket if you find problems.  The TDX Admin team will review the tickets for comments and make any necessary corrections.  Once any corrections are made, you may be asked to re-test the scenario.

The TDA Admin team will close the ticket once all necessary corrections are made and the scenario test is “Passed”.

Important—if the scenario test passes, make sure to enter “Passed” into the Comments section.  Enter "Failed" if test did not pass.

Additional Resources

If you wish to report any other issues with Team Dynamix or provide suggestions, enter a "Team Dynamix - Report an Issue" ticket.

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Details

Article ID: 32705
Created
Thu 6/29/17 11:01 AM
Modified
Fri 6/30/17 8:40 AM