MindMap Gallery Help Desk Testing Scenarios
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Edited at 2020-09-28 07:55:34Halloween has many faces. The theme you envision should influence how you decorate the party space. Jack-o'-lanterns and friendly ghosts are more lighthearted Halloween characters. Zombies, witches, and vampires are much darker. If you want to celebrate all the fun sides of Halloween, then it’s okay to mesh the cute with the frightening. Here is a mind map which lists down the 39 Cutest Couples Halloween Costumes of 2021.
Halloween simply wouldn't be Halloween without the movies that go along with it. There's nothing like a movie night filled with all the greatest chainsaw-wielding, spell-binding, hair-raising flicks to get you in the spooky season spirit. So, break out the stash of extra candy, turn off all the lights, lock every last door, and settle in for the best of the best Halloween movies. Here are the 35 Halloween movies listed on the mind map based on the year of release.
This mind map contains lots of interesting Halloween trivia, great tips for costumes and parties (including food, music, and drinks) and much more. It talks about the perfect Halloween night. Each step has been broken down into smaller steps to understand and plan better. Anybody can understand this Halloween mind map just by looking at it. It gives us full story of what is planned and how it is executed.
Halloween has many faces. The theme you envision should influence how you decorate the party space. Jack-o'-lanterns and friendly ghosts are more lighthearted Halloween characters. Zombies, witches, and vampires are much darker. If you want to celebrate all the fun sides of Halloween, then it’s okay to mesh the cute with the frightening. Here is a mind map which lists down the 39 Cutest Couples Halloween Costumes of 2021.
Halloween simply wouldn't be Halloween without the movies that go along with it. There's nothing like a movie night filled with all the greatest chainsaw-wielding, spell-binding, hair-raising flicks to get you in the spooky season spirit. So, break out the stash of extra candy, turn off all the lights, lock every last door, and settle in for the best of the best Halloween movies. Here are the 35 Halloween movies listed on the mind map based on the year of release.
This mind map contains lots of interesting Halloween trivia, great tips for costumes and parties (including food, music, and drinks) and much more. It talks about the perfect Halloween night. Each step has been broken down into smaller steps to understand and plan better. Anybody can understand this Halloween mind map just by looking at it. It gives us full story of what is planned and how it is executed.
Help Desk Testing Scenarios
Ticket Management
- Ownership
- Agent take ownership from unassigned view
- Agent take ownership from another agent
- Agent assigns ownership to another agentfrom their queue
- Agent assigns ownership to agent 2 fromanother agent's view
- Create Tickets
- Known end user via email
- Known end user via portal
- New user via email
- New user via portal
- Create ticket using mobile device app
- Working Open Ticket
- Attach documents to a ticket
- Send com to other agents ( private )
- Add screen shots to tickets
- Send com to other agents ( public )
- Make notes about actions taken
- Database Searching
- Full text
- Additional meta data
- Are Attachments indexed
- End User Communication
- Email conversation threading
- Appropriate from address in reply
- Using macros for canned responses
- Triggering canned responses based on conditons
- Using automation to notify end users of ticket status
- SLA Escalation
- Escalate based on a single SLA setting
- Category
- Identity
- Timing
- Escalate based on multiple SLA settings
Forum / Knowledge base
- Restricting access
- Publishing content
- Importing existing content
Reporting
- Tickets closed
- by Month
- by Category
- Agent metrics
- Open tickets
Vocabulary
- End User = Customer
- Agent = Someone who works tickets
- Admin = Agent with rights to configure environment
- Organization = Collection of end users
- Group = Collection of agents
- Macro = Predefined action, manually initiated
- Automation = Predefined action, time based initiation
- Trigger = Condition based actions that occur during processing
- Default Ticket Statuses
External System Integration
- Social Media Integration
- Yammer
- SugarCRM
- Other links into our systems
- Password Resets
- Different Types of Inquires
Challenges / Concerns
- Limited workflow / approvals
- 2 Security Levels
- System availibility
- System performance
System Setup
- Import agent information
- Import end user information
- Ticket flow process
- Unassigned & Assigned
- Status
- Change Control
- Views
- Adding & Managing
- Agent views
- Customer fields
- Tags
- Adding & Managing tags
- Automatic ticket tagging
- Tagging users or orgs
- Ticket fields
- Adding & Managing Fields
- Requried
- Site customization
- Widgets and add ins
- Rule based categorization
- based on identity ( known end user portal )
- based on identity ( known end user email )
- based on selected category ( portal )
- based on email subject
- Assignment
- Agent assign to different agent from an unasigned view
- Triggers
- Auto assign based on selected category
- Auto assign based on incoming address
- Agent assign to different agent from after they have takeownership
- Service LevelAgreementsConfiguration
- SLA based on category
- SLA based on identity
- SLA based on timing
- Escalate based onSLA rules
- Notify Agents
- Notify Supervisor(s)
- Notify End User