Customer Support System Testing

To test the "Customer Support" system, it is necessary to verify that all requirements are functioning correctly according to the following steps:

1. Open a New Support Ticket by the End User

   • Click on "Customer Support System" in the sidebar.
   • Navigate to the "Request Ticket" view from the sidebar.
   • Click on the "+" sign to request a new ticket or click on the Add Ticket button.
   • The ticket information page appears.
   • Fill in the ticket information.
   • Ticket Title: "Software Installation".
   • Ticket Description: "Explanation on how to install software on the mobile device".
   • Enter the ticket opening date.
   • Click the "Save" button.
   • A popup appears to confirm the request saving.
   • Click "Save Changes".
   • The "Information Details" page you entered appears, with the "Workflow" on the left.
   • Click the "Submit Request" button to send the request to the support desk.
   • A popup appears to confirm the request submission, where you can add a comment or note to the support desk.
   • Click "Submit Request" to confirm the submission.
   • The request moves to the support desk for the next step.

2. Follow-up by the Support Desk on the Ticket

   • A "New Ticket Arrival" notification is sent to the responsible employee in the support desk.

   • Clicking the notification takes you to the ticket details.

   • Click the "Take Ownership" button to transfer ownership of the step to this employee.

   • A popup appears to confirm the ownership take.

   • Click Confirm.

   • Click the "v" sign next to the "Approve" button.

   • Several options appear, including "Edit Ticket", click on it.

   • The ticket information appears, and you can edit the "Assignee" field and the status field to "In Progress".

   • Assign the ticket to the support representative "First Employee".

   • Click the "Save" button, and a popup appears to confirm the changes.

   • Click the "Send for Processing" button mentioned earlier to send the request to the assigned employee.

   • A popup appears confirming the request approval, click "Approve".

3. Ticket Processing by the Support Representative

   • A notification is sent to the employee responsible for solving the request that the ticket has been assigned to them.
   • Access the incoming requests through the sidebar.
   • Click on the Tickets window.
   • Click on view or click on the ticket.
   • View the ticket details.
   • Click the "v" sign next to the "Review Solution" button, and several options appear.
   • Click Edit Ticket.
   • Enter the ticket solution.
   • Save and confirm the changes.
   • Click "Review Solution".
   • The step moves to the support desk for solution review.

4. Solution Review by the Support Desk

   • A notification is sent to the support desk for solution review.
   • Access the ticket details.
   • Review the solution by the support desk.
   • Click Send Solution if manager approval is not needed.
   • If manager approval is required, click on Manager Approval.
   • The step moves to the manager for approval.
   • A notification is sent to the manager for solution review.
   • The manager can approve or reject the request.
   • Click Approve.
   • The step moves back to the support desk.
   • The support desk clicks on Send Solution.

5. Solution Evaluation

   • A "Resolved" notification is sent to the employee who submitted the request.
   • Click the "v" sign, and several options appear; select "Edit Ticket".
   • Evaluate the ticket and save the changes.
   • Click on Evaluate.

6. Close the Ticket

   • A notification is sent to the support desk.
   • The support desk clicks on the Close Ticket option to close it.

7. View Support Ticket Statistics

   • View the dashboard for tickets.
   • Access the "Customer Support System" in the sidebar.
   • Access the "Incoming Requests" view in the sidebar.
   • The "Dashboard" window appears automatically.