Smart IT universal client performance test cases

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.	Yes	Yes
Transaction	Change status from Pending to In Progress.	Yes	No
Transaction	Click Edit to change priority, and click Save.	Yes	No
Transaction	Enter required data and resolve incident.	Yes	Yes
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
Transaction	Click Edit to change priority, and click Save.	Yes	No
Transaction	Enter required data and resolve work order.	Yes	Yes
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 @036 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
Transaction	Click Create Service Request link.	Yes	Yes
Transaction	Click Confirm + Save link.	Yes	Yes
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
Transaction	Change status from Work in Progress to Closed.	Yes	Yes
Transaction	Click to the related ticket.	Yes	Yes
Transaction	Change status from Pending to In Progress.	Yes	Yes
Transaction	Change status from In Progress to Resolved.	Yes	Yes
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
Transaction	In the Resources tab, click Add a Knowledge that is not Listed.	Yes	No
Transaction	In the search bar, type at least two terms to further limit the search results. Hit enter keyboard. Revise the knowledge article search.	Yes	Yes
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
Transaction	Select a knowledge article.	Yes	Yes
Transaction	Click View Full Details.	Yes	Yes
Transaction	Add note under Comments for knowledge article.	Yes	Yes
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 05600-Test.	No	No
Transaction	Select Create New > Broadcast.	Yes	Yes
Transaction	Enter all required data.	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.	No	Yes
Transaction	As another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.	Yes	Yes
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
Transaction	As user 05600-Test, click the chat icon, then select Start New.	Yes	Yes
Transaction	As user 05600-Test, click the Add Participant icon, and type user 05590-Test in search field. Select the user and click Add.	Yes	Yes
Transaction	As user 05590-Test, accept chat request by clicking the chat icon, and select 05600-Test.	Yes	Yes
Transaction	As user 05600-Test, type message to 05590-Test. Repeat five times.	Yes	Yes
Transaction	As user 05590-Test, type message to 05600-Test. Repeat five times.	Yes	Yes
Transaction	As user 05600-Test, click Connect this chat to a ticket or profile. Search for currently viewed incident. Select incident and click Connect.	Yes	Yes
Transaction	As user 05600-Test, click Leave Chat icon, and click Leave in dialog box.	Yes	Yes
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 05600-Test.	No	Yes
Transaction	As another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.	Yes	Yes
Transaction	Choose Console > Ticket Console.	Yes	Yes
Transaction	Filter by Change Type and All Open.	Yes	Yes
Transaction	Click on any Change entry.	Yes	Yes
Transaction	Change Status to next process and status note. Save.	Yes	Yes
Transaction	Choose Add task > Blank.	Yes	No
Transaction	Fill out the Task Title, Task Description, and Priority. Save.	Yes	Yes
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 05600-Test.	No	Yes
Transaction	As another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.	Yes	Yes
Transaction	Choose Create New > Change Request.	Yes	Yes
Transaction	Click From Scratch tab.	Yes	No
Transaction	Click Normal.	Yes	Yes
Transaction	Fill out all mandatory fields. Give the Summary the name of the script. Click Next Step.	Yes	No
Transaction	On 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.	Yes	Yes
Transaction	Click +Select to expand the results. Then select 10 CIs. Choose Relate Selected (10) > Repairs.	Yes	Yes
Transaction	Click Next Step.	Yes	No
Transaction	On the Dates section of Create Change Request, fill out the scheduled start and stop date (3 months in the future from current).	Yes	No
Transaction	Click Next Step.	Yes	No
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.	Yes	No
Transaction	Click Next Step.	Yes	No
Transaction	On 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.	Yes	Yes
Transaction	Click 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.	No	Yes
Transaction	As another support user, log on to the home page with the username 05590-Test on a browser other than 05600-Test.	Yes	Yes
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.	Yes	Yes
Transaction	Fill out all required fields. For technical notes, write a 930 character paragraph. For the Title and Question fields, one line. For Answer, a sentence and add 1 image (~655kb) and 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.	Yes	Yes
Transaction	Click Submit Changes.	Yes	Yes
Transaction	On the newly created knowledge article, change the status to Draft.	Yes	Yes
Transaction	On the newly created knowledge article, change the content.	Yes	Yes
Transaction	Click Submit Changes.	Yes	Yes
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.	No	Yes
Transaction	In global search field, enter a change ID from the legacy data file “ChangeIDsforSearch.txt” and search.	Yes	Yes
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.	No	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.	Yes	Yes
Transaction	Choose a ticket and open it.	Yes	Yes
Transaction	Change the Status to Completed.	Yes	Yes
Transaction	Fill out the Status Reason to “final review completed”.	Yes	No
Transaction	Fill out the actual start and end dates. Actual start date can be a day before current. The actual end date can be current date.	Yes	No
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 update 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.	No	Yes
Transaction	Open the Asset Console.	Yes	Yes
Transaction	Filter assets by Asset Type - Computer System and Managed By - Me.	Yes	Yes
Transaction	Select an asset from the list.	Yes	Yes
Transaction	Edit the System Type of the selected asset.	Yes	No
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.	No	Yes
Transaction	Open the Asset Console.	Yes	Yes
Transaction	Select 50 assets.	Yes	No
Transaction	Select Asset Actions > Update Asset Room.	Yes	Yes
Transaction	In the Update Asset Room dialog, enter text for the room. Save.	Yes	Yes
Transaction	Log off.	No	No
End	Close any open files.	No	No

Search-View Decision Tree KA

This use case ran the search-view decision tree KA 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	Yes
Transaction	Open the Knowledge Console.	Yes	Yes
Transaction	Filter knowledge articles by Template name - Decision Tree.	Yes	Yes
Transaction	Select any knowledge article .	Yes	Yes
Transaction	Log off.	No	No
End	Close any open files.	No	No

Release Console Search

This use case ran the release console search 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 05300-Test.	No	Yes
Transaction	Open the Ticket Console.	Yes	No
Transaction	Filter release by Ticket Type - Release and Status - All Open.	Yes	Yes
Transaction	Select any release ticket.	Yes	Yes
Transaction	Log off.	No	No
End	Close any open files.	No	No

Create Release

This use case ran the create release 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 05311-Test.	No	Yes
Transaction	Choose Create New > Release.	Yes	Yes
Transaction	In template search box, type "tem". Suggestions will be loaded. Select any template.	Yes	Yes
Transaction	Click Continue.	Yes	Yes
Transaction	Fill out all the mandatory information and click Next Step.	Yes	No
Transaction	Select a Milestone. Create an activity by clicking Create Activity. Click Next Step.	Yes	Yes
Transaction	Select Risk Level.	Yes	No
Transaction	On the Documents section of Create Release, choose any one document type. Click Continue. Choose a Microsoft Word file, PDF, or text (.txt) document for each type. (File size about < 1 MB.) Type a description for the document.	Yes	Yes
Transaction	Click Submit Release.	Yes	Yes
Transaction	Log off.	No	No
End	Close any open files.	No	No

Live Chat

This use case ran the Live Chat 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	Yes
Transaction	Click "Live Chat".	Yes	Yes
Transaction	Click "Pending Chat"	Yes	Yes
Transaction	Click "Accept Chat"	Yes	Yes
Transaction	Share "KA" for accepted Chat	Yes	Yes
Transaction	Click "Create Incident"	Yes	Yes
Transaction	Click "Close Chat"	Yes	Yes
End	Log off.	No	No

Prerequisite for Live Chat use case:

Smart IT universal client performance test cases

Update incident

Update work order

Create service request

Update task and incident

Create incident

Global search for asset and knowledge articles

Create broadcast

Create chat conversation to incident

Update change and create task

Create change

Create and update knowledge article

Search Change by ID and view full details

Update Change to completed

View and Update Asset

Bulk-Update Assets

Search-View Decision Tree KA

Release Console Search

Create Release

Live Chat

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