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Smart IT universal client performance test cases

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This topic describes the Smart IT universal client use cases that were run during the tests:

Update incident

This use case ran the Update incident transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Click Console link.

Yes

Yes

Transaction

Filter tickets by incidents pending.

Yes

Yes

Transaction

Select an incident entry.

Yes

Yes

Transaction

Add note under Activity tab and Post.

Yes

Yes

Transaction

Change status from Pending to In Progress.

Yes

No

TransactionClick Edit to change priority, and click Save.YesNo
TransactionEnter required data "No further action required" and resolve incident.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Update work order

This use case ran the Update work order transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Click Console link.

Yes

Yes

Transaction

Filter tickets by work order pending.

Yes

Yes

Transaction

Select a work order entry.

Yes

Yes

Transaction

Add note under Activity tab.

Yes

Yes

Transaction

Change status from Pending to In Progress.

Yes

No

TransactionClick Edit to change priority, and click Save.YesNo
TransactionEnter required data "Completed "and resolve work order.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create service request

This use case ran the Create service request transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Click Smart Recorder link.

Yes

Yes

Transaction

Type @032 to trigger auto-searching.

Yes

Yes

Transaction

Select a customer from the results list.

Yes

Yes

Transaction

Type a problem summary such as issue with email.

Yes

Yes

Transaction

Select an asset and request template.

Yes

Yes

TransactionClick Create Service Request link.YesYes
TransactionClick Confirm + Save link.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Update task and incident

This use case ran the Update task and incident transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Click Console link.

Yes

Yes

Transaction

Filter tickets by tasks pending.

Yes

Yes

Transaction

Select a task entry.

Yes

Yes

Transaction

Add note under Activity tab.

Yes

Yes

Transaction

Change status from Pending to Work In Progress.

Yes

Yes

TransactionChange status from Work in Progress to Closed.YesYes
TransactionClick to the related ticket.YesYes
Transaction

Change status from Pending to In Progress.

YesYes
TransactionChange status from In Progress to Resolved.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create incident

This use case ran the Create incident transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Click Smart Recorder link.

Yes

Yes

Transaction

Type @036 to trigger auto-searching.

Yes

Yes

Transaction

Select a customer from the results list.

Yes

Yes

Transaction

Type a problem summary such as MS Office not responding.

Yes

Yes

TransactionIn the Resources tab, click Add a Knowledge that is not Listed.YesNo
TransactionIn the search bar, type at least two terms to further limit the search results.  Hit enter keyboard. Revise the knowledge article search.YesYes

Transaction

Select an asset; then, from the Create Ticket menu, select Create Incident.

Yes

Yes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Global search for asset and knowledge articles

This use case ran the Global search for asset and knowledge articles transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

No

No

Transaction

Type a search text such as laptop, and press Enter on keyboard.

Yes

Yes

Transaction

Select an asset.

Yes

Yes

Transaction

Click View Full Details.

Yes

Yes

Transaction

Add note under Activity tab.

Yes

Yes

Transaction

Type search text such as phone, and press Enter on keyboard.

Yes

Yes

TransactionSelect a knowledge article.YesYes
TransactionClick View Full Details.YesYes
Transaction

Add note under Comments for knowledge article.

YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create broadcast

This use case ran the Create broadcast transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05391-Test.

No

No

Transaction

Select Create New > Broadcast.

Yes

Yes

Transaction

Enter all required data.- Company- Performance Inc

Yes

No

Transaction

Click Save.

Yes

Yes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create chat conversation to incident

This use case ran the Create chat conversation to incident transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

Yes

Yes

TransactionAs another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.YesYes

Transaction

As user 05600-Test, click Console link.

Yes

No

Transaction

As user 05600-Test, filter by incidents pending.

Yes

Yes

Transaction

As user 05600-Test, select an incident.

Yes

Yes

TransactionAs user 05600-Test, click the chat icon, then select Start New.YesYes
TransactionAs user 05600-Test, click the Add Participant icon, and type user 05590-Test in search field. Select the user and click Add.YesYes
TransactionAs user 05590-Test, accept chat request by clicking the chat icon, and select 05600-Test.YesYes
TransactionAs user 05600-Test, type message to 05590-Test. Repeat five times.YesYes
TransactionAs user 05590-Test, type message to 05600-Test. Repeat five times.YesYes
TransactionAs user 05600-Test, click Connect this chat to a ticket or profile. Search for currently viewed incident. Select incident and click Connect.YesYes
TransactionAs user 05600-Test, click Leave Chat icon, and click Leave in dialog box.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Update change and create task

This use case ran the Update change and create task transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05424-Test.

Yes

Yes

TransactionAs another support user, log on to the home page with the username 05424-Test on a browser other than 05600-Test.YesYes

Transaction

Choose Console > Ticket Console.

Yes

Yes

Transaction

Filter by Type - Change and Draft status.

Yes

Yes

Transaction

Click on any Change entry.

Yes

Yes

TransactionChange Status from Draft to Pending . Save.YesYes
TransactionChoose Add task > Blank.YesNo
TransactionFill out the Task Title, Task Description, and Priority. Save.YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create change

This use case ran the Create change transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05456-Test.

Yes

Yes

TransactionAs another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.YesYes

Transaction

Choose Create New > Change Request.

Yes

Yes

Transaction

Click From Scratch tab.

Yes

No

Transaction

Click Normal.

Yes

Yes

TransactionFill out all mandatory fields. Give the Summary the name of the script. Click Next Step.YesNo
TransactionOn the CIs section of Create Change Request, click Add Filter.  Specify the company as "Company1" and Product Category as "Hardware > Card > Network Interface Card."  Click Perform Search.YesYes
TransactionClick +Select to expand the results. Then select 10 CIs.  Choose Relate Selected (10) > Repairs.YesYes
TransactionClick Next Step.YesNo
TransactionOn the Dates section of Create Change Request, fill out the scheduled start and stop date (3 months in the future from current).YesNo
TransactionClick Next Step.YesNo
Transaction

On the Risk Level section of Create Change Request, choose Yes change need to be done during business hours, No change be rolled back easily.

YesNo
TransactionClick Next Step.YesNo
TransactionOn the Documents section of Create Change Request, choose any three document types. Click Continue. Choose a Microsoft Word file, PDF, or text (.txt) document for each type. (File size about < 1 MB.)  Type a description for each document.YesYes
TransactionClick Submit Change. From the pop-up dialog, choose to run Impact Analysis.Yes Yes 

Transaction

Log off.

No

No

End

Close any open files.

No

No

Create and update knowledge article

This use case ran the Create and update knowledge article transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

Yes

Yes

TransactionAs another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.YesYes

Transaction

Choose Create New > Knowledge.

Yes

Yes

Transaction

Choose a template. Click How To.

Yes

Yes

Transaction

Click Use Selected Template.

Yes

Yes

Transaction

Fill out the title. This does an auto search.

YesYes
Transaction

Fill out all required fields.

Question and Answer

For technical notes, write a 930 character paragraph.(copy from file)

Article Content -> Iamge ->Add 1 image (~655kb)- C:\filesForScripts

Click "Send IT to Server"

embed a video link from YouTube ( <iframe width="560" height="315" src="https://www.youtube.com/embed/4q1_uT6owB4" frameborder="0" allowfullscreen></iframe> ).  Fill out the Metadata if required.

YesYes
Transaction

Click Submit Changes.

YesYes
Transaction

On the newly created knowledge article, change the status to Draft.

YesYes
Transaction

On the newly created knowledge article, change the content.

YesYes
Transaction

Click Submit Changes.

YesYes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Search Change by ID and view full details

This use case ran the search Change by ID and view full details transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

Yes

Yes

Transaction

In global search field, enter a change ID from the legacy data file “ChangeIDsforSearch.txt” and search.

YesYes

Transaction

When the result is returned, click View Full Change.

Yes

Yes

Transaction

Log off.

No

No

End

Close any open files.

No

No

Update Change to completed

This use case ran the update Change to completed transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load-generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05600-Test.

Yes

Yes

Transaction

Open Ticket Console and filter by Status: Implementation in Progress” and Type: Change.  This lists all the Change tickets that can be closed. 

YesYes

Transaction

Choose a ticket and open it.

Yes

Yes

TransactionChange the Status to Completed.   YesYes 
TransactionFill out the Status Reason to “final review completed”.YesNo 
TransactionFill out the actual start and end dates. Actual start date can be a day before current.  The actual end date can be current date.YesNo

Transaction

Click Save.  Yes Yes 

Transaction

Log off.

No

No

End

Close any open files.

No

No

View and Update Asset

This use case ran the View and updates asset transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load-generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05601-Test.

Yes

Yes

Transaction

Open the Asset Console.

YesYes

Transaction

Filter assets by Asset Type - Computer System and Managed By - Me.

Yes

Yes

TransactionSelect an asset from the list.YesYes 
TransactionEdit the System Type of the selected asset.YesNo 

Transaction

Click Save.  Yes Yes 

Transaction

Log off.

No

No

End

Close any open files.

No

No

 

Bulk-Update Assets

This use case ran the bulk-update assets transaction.

 Table

Phase name

Transaction step

Repeat?

Timed?

Initialization

Configure load-generator settings.

No

No

Transaction

As a support user, log on to the home page, with the username 05624-Test.

Yes

Yes

Transaction

Open Asset Console.

YesYes

Transaction

Select 50 assets.

Yes

No

Transaction

Bulk-update assets.  Yes Yes 

Transaction

Log off.

No

No

End

Close any open files.

No

No

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