BMC Helix IT Service Management performance benchmark use cases

This topic covers the following BMC Helix ITSM use cases:

Search incident and modify incident to resolved

This use case searches for an incident by ID then updates the incident to resolved status.

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 user name 05681-Test.	No	No
Transaction	Click the Incident Management Console link.	Yes	Yes
Transaction	Click Search Incident.	No; refresh sometimes	Yes
Transaction	Enter an ID that is from the Incident Console list.	Yes	No
Transaction	Modify the Change Status field value to In Progress. Click Save.	Yes	Yes
Transaction	Change the Status field value to Resolved. Open the Status Reason menu and select No Further Action Required. Enter some text in the Resolution field.	Yes	No
Transaction	Click Save.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Search incident by customer name

This use case searches for incidents by a customer name.

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 user name 05681-Test.	No	No
Transaction	Click the Incident Management Console link.	No, refresh sometime	Yes
Transaction	Click the Search Incident link.	No, refresh sometimes	Yes
Transaction	Enter the customer name in the Customer field and press Enter.	Yes	Yes
Transaction	Click Search.	Yes	Yes
Transaction	Log out.	No.	No
End	Close any open files.	No	No

Search records for a user via Global Search

This use case searches the records for a specific user by using Global Search.

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 user name 05681-Test.	No	No
Transaction	Type a support user name (for example, 05736-Test) in the Global Search box. Click Search.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Search request record ID via Global Search

This use case searches the request record using an ID by using Global Search.

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 user name 05681-Test.	No	No
Transaction	Type an Incident ID (for example, INC000000004567) in the Global Search box. Click Search.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Open/refresh Overview console and view entry

This use case opens, refreshes the Overview console and view an entry.

Table

Phase name	Transaction step	Repeat?	Timed?
Initialization	Configure load-generator settings.	No	No
Initialization	As a support user, log on to the home page with the user name 05681-Test.	No	No
Transaction	From the Overview Console, click the Show menu and select Assigned to All My Groups.	Yes	Yes
Transaction	Select an Incident record and double-click to view.	Yes	Yes
Transaction	From the incident, click IT Home.	Yes	No
Transaction	Click the Refresh button.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Create incidents with CI related and modify request after submitting

This use case creates an incident, relates a CI to the incident, modifies the incident, then submits it.

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 user name 05681-Test.	No	No
Transaction	Click the Incident Management Console link. Ensure that the user option is to have "modify request after submit."	No, refresh sometimes	Yes
Transaction	Click the New Incident link.	Yes	Yes
Transaction	Enter the first name of a customer (01000-Test) in the Customer field and press Enter.	Yes	Yes
Transaction	Enter a summary and notes.	Yes	No
Transaction	Open the Service menu and select a value.	Yes	Yes
Transaction	Open the Impact menu and select a value.	Yes	No
Transaction	Open the Urgency menu and select a value.	Yes	Yes
Transaction	Click Submit. Note: If an error about the Product Catalog appears, click the Select Product link on the left and choose any product. (Do not record this step.) Then try to submit again.)	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Inbound email update incident

This use case sends an email to an email server to update an incident for a given incident ID.

Note: Not done through the GUI.

Table

Phase name	Transaction step	Repeat?	Timed?
Initialization	Configure load-generator settings.	No	No
Transaction	Script sends an email to the Exchange Server with the Incident ID in the subject line. The message body can be any text and can contain up to 2,000 characters. Senders are 5 unique email addresses.	Yes	Yes
End	Close any open files.	No	No

Create change with CI and task

This use case creates a CI and relates a task to it.

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 user name 05681-Test.	No	No
Transaction	Click the Change Management Console link.	No, refresh sometimes	Yes
Transaction	Click the New Change link.	Yes	Yes
Transaction	Enter summary text.	Yes	No
Transaction	From the Service CI menu, select a value.	Yes	Yes
Transaction	Click the Dates tab.	Yes	No
Transaction	Open the Scheduled Start Date calendar and select a future date.	Yes	No
Transaction	Open the Scheduled End Date calendar and select a future date that is 1 day later than the scheduled start date.	Yes	No
Transaction	Click the Task tab. The Request Type menu should be on Ad Hoc. Click the Relate button.	Yes	Yes
Transaction	In the Create Task dialog box, enter a name, a summary, and notes.	Yes	No
Transaction	Click Save in the Create Task dialog box.	Yes	Yes
Transaction	For Process Flow Status Initiate, choose Next Stage.	Yes	Yes
Transaction	The Change Initialization Dialog opens. If the Manager Group value is empty, choose a value from Org 1, Group 1. Click Save.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Search change by ID

This use case searches for a CI by ID.

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 user name 05681-Test.	No	No
Transaction	Click the Change Management Console link.	No, refresh sometimes	Yes
Transaction	Open the Change form in Search mode.	No, refresh sometimes	Yes
Transaction	Enter a Change entry ID (use 123) and click Search.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Knowledge search and view articles

This use case searches for an Incident by a specific ID, then searches the Knowledge Base for a related large article and views the article.

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 user name 05681-Test.	No	No
Transaction	Click the Incident Management Console link.	No, refresh sometimes	Yes
Transaction	Click the Search Incident link.	No, refresh sometimes	Yes
Transaction	Enter an ID in the Incident ID field. Use INC000000004567.	Yes	Yes
Transaction	Click Search.	Yes	Yes
Transaction	Select Links > Search Knowledge Base.	Yes	Yes
Transaction	In Advanced Search, clear all settings and check the How To option under Sources. Enter the search string Gemini in the Include all of these words text field. Click Search.	Yes	Yes
Transaction	Click an entry from the results to view the details.	Yes	Yes
Transaction	Close the view details window.	Yes	No
Transaction	Close the window.	Yes	No
Transaction	Log out.	No	No
End	Close any open files.	No	No

Update work order with a task

This use case updates a work order by relating a task to it.

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 user name 05866-Test.	No	No
Transaction	Click the Work Order Console link.	Yes	Yes
Transaction	Randomly select an entry and view it.	Yes	Yes
Transaction	Click the Task tab. From the Request Type menu, choose Ad hoc. Click Relate.	Yes	No
Transaction	In the Task dialog box, fill out the Name and Summary fields with any value. Click Save.	Yes	Yes
Transaction	Click Save on Work Order.	Yes	Yes
Transaction	Log out.	No	No
End	Close any open files.	No	No

Create Incident Via REST API

This use case create an incident using REST API for the form HPD:IncidentInterface_Create.

Note: Not done through the GUI.

Table

Phase name	Transaction step	Repeat?	Timed?
Initialization	Configure load-generator settings.	No	No
Transaction	Script make a REST API call for the Support user authentication.	No	No
Transaction	Using create Incident REST API payload, create a new incident	Yes	Yes
End	Close any open files.	No	No

BMC Helix IT Service Management performance benchmark use cases

Search incident and modify incident to resolved

Search incident by customer name

Search records for a user via Global Search

Search request record ID via Global Search

Open/refresh Overview console and view entry

Create incidents with CI related and modify request after submitting

Inbound email update incident

Create change with CI and task

Search change by ID

Knowledge search and view articles

Update work order with a task

AR System 22.1

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