Test Cases: Helpdesk

Module	CORE-13	URD	Helpdesk URD

NOTE

Module status is In-progress and the backend does not currently build, so these are planned/designed test cases — none have been executed against a running service. They define the verification target for when the build is repaired.

1. Coverage Summary

Area	URD reqs	Test cases	Covered
Ticket Management (TKT)	12	17	✅
Ticket Messages (MSG)	5	6	✅
Categories, Tags & Priorities (CAT)	5	7	⚠️
SLA Management (SLA)	10	9	⚠️
Agent Management (AGT)	10	12	⚠️
Knowledge Base (KB)	7	7	⚠️
Surveys & Feedback (SRV)	6	5	⚠️
Feature Requests (FR)	5	5	⚠️
Compensation (CMP)	4	4	⚠️
Notifications (NTF)	5	5	⚠️
Access Control (cross-cutting)	—	4	—

⚠️ flags areas where at least one Must requirement has no test case — see §3 Traceability.

2. Test Cases

TC-<AREA>-NNN lines up with URD-<AREA>-NNN. Priority = P1 (critical) / P2 (major) / P3 (minor).

TC ID	URD ref	Scenario	Steps	Expected	P
TC-TKT-001	URD-TKT-001	Create ticket	1. As customer, create ticket with subject, description, category, priority Medium	Ticket saved as OPEN; merchant set; SLA tracker created with first-response deadline	P1
TC-TKT-002	URD-TKT-002	Merchant scoping	1. Customer of Merchant A creates a ticket	Ticket scoped to Merchant A; Merchant B agents cannot see it	P1
TC-TKT-003	URD-TKT-003	Agent-raised ticket	1. Agent creates a ticket on behalf of a customer	Ticket saved; reporter type = agent	P1
TC-TKT-004	URD-TKT-001	Missing subject (negative)	1. Create ticket with no subject	Rejected; validation error for missing subject	P1
TC-TKT-005	URD-TKT-001	Invalid category (negative)	1. Create ticket with invalid category	Rejected; error indicates invalid category	P1
TC-TKT-006	URD-TKT-004	OPEN → ASSIGNED	1. Assign an OPEN ticket to an agent	Status → ASSIGNED; assignee and time recorded	P1
TC-TKT-007	URD-TKT-004	ASSIGNED → IN_PROGRESS	1. Agent sends first reply	Status → IN_PROGRESS; first-response time recorded	P1
TC-TKT-008	URD-TKT-004	IN_PROGRESS → WAITING_USER	1. Agent sets waiting-on-customer	Status → WAITING_USER; customer notified	P1
TC-TKT-009	URD-TKT-004	WAITING_USER → IN_PROGRESS	1. Customer replies	Status → IN_PROGRESS; SLA clock updated	P1
TC-TKT-010	URD-TKT-004	IN_PROGRESS → RESOLVED	1. Agent marks resolved with note	Status → RESOLVED; resolution details saved	P1
TC-TKT-011	URD-TKT-010	RESOLVED → CLOSED (confirm)	1. Customer confirms resolution	Status → CLOSED; closure details recorded	P1
TC-TKT-012	URD-TKT-010	Auto-close after 48h	1. Resolved ticket; 48h pass with no response	Status → CLOSED; system message explains auto-close	P2
TC-TKT-013	URD-TKT-009	Re-open on reply	1. Customer replies after RESOLVED	Status → IN_PROGRESS (re-opened); event logged	P2
TC-TKT-014	URD-TKT-004	Terminal state (negative)	1. Attempt CLOSED → IN_PROGRESS	Rejected; CLOSED is terminal	P1
TC-TKT-015	URD-TKT-004	Invalid transition (negative)	1. Attempt OPEN → RESOLVED directly	Rejected; invalid transition	P1
TC-TKT-016	URD-TKT-008	Audit trail	1. Move ticket through full lifecycle 2. View events	All transitions logged with actor, from/to status, timestamp	P1
TC-TKT-017	URD-TKT-012	Soft-delete	1. Delete a ticket 2. Query active tickets	Ticket excluded from active queries; deletion timestamp set	P1
TC-MSG-001	URD-MSG-001	Customer reply	1. Customer sends a reply	Message type = customer reply; agent notified	P1
TC-MSG-002	URD-MSG-001	Agent reply	1. Agent sends a reply	Message type = agent reply; first-response time updated if first	P1
TC-MSG-003	URD-MSG-002	Internal note hidden	1. Agent adds internal note 2. Customer queries messages	Internal note not returned to customer	P1
TC-MSG-004	URD-MSG-002	Note by non-agent (negative)	1. Customer attempts to add an internal note	Rejected; only agents may add internal notes	P1
TC-MSG-005	URD-MSG-003	Attachments	1. Agent replies with 2 attachments	Attachments stored and returned in message details	P2
TC-MSG-006	URD-MSG-005	System message on transition	1. Trigger a state transition	System message auto-appended with transition detail	P2
TC-CAT-001	URD-CAT-001	Create category	1. Create category "Billing" with default priority High	Category saved; slug unique	P1
TC-CAT-002	URD-CAT-001	Duplicate slug (negative)	1. Create second category with same slug	Rejected; unique slug constraint	P1
TC-CAT-003	URD-CAT-001	Sub-category	1. Create "Refund" under "Billing"	Sub-category saved with parent set	P2
TC-CAT-004	URD-CAT-002	Category SLA override	1. Category has its own SLA policy 2. Create ticket in it	Tracker uses category SLA, not global default	P2
TC-CAT-005	URD-CAT-003	Create tag	1. Create tag "urgent"	Tag available for tickets	P1
TC-CAT-006	URD-CAT-004	Add tag to ticket	1. Agent adds "urgent" to a ticket	Tag mapping created	P2
TC-CAT-007	URD-CAT-004	Remove tag	1. Agent removes the tag	Tag mapping removed	P2
TC-SLA-001	URD-SLA-001	Create SLA policy	1. Create policy (response 60m, resolution 480m)	Saved; warning defaults 75%, critical 90%	P1
TC-SLA-002	URD-SLA-001	Zero response time (negative)	1. Create policy with response time 0	Rejected; response time must be > 0	P1
TC-SLA-003	URD-SLA-003	Business-hours clock	1. Policy business-hours-only 2. Ticket created Saturday 20:00	SLA clock counts only business hours	P2
TC-SLA-004	URD-SLA-004	Tracker on creation	1. Create ticket under a policy	Tracker created; deadlines = created-at + policy times	P1
TC-SLA-005	URD-SLA-006	First-response recorded	1. Agent replies at T+30m	First-response time recorded; status OK	P1
TC-SLA-006	URD-SLA-005	Warning threshold	1. 75% of response time elapsed, no reply 2. Monitor runs	SLA status = warning; agent notified	P1
TC-SLA-007	URD-SLA-005	Breach + L1 escalation	1. Deadline elapsed, no reply 2. Monitor runs	Status = breached; L1 escalation created	P1
TC-SLA-008	URD-SLA-007	L1 → L2 escalation	1. L1 threshold elapsed 2. Monitor runs	L2 escalation created; manager notified	P1
TC-SLA-009	URD-SLA-008	Manual escalation	1. Manager manually escalates	Escalation type = manual; status → ESCALATED	P2
TC-AGT-001	URD-AGT-001	Create agent	1. Create agent for a user	Profile saved; status offline; available	P1
TC-AGT-002	URD-AGT-001	Duplicate agent (negative)	1. Create second agent for same user	Rejected; one agent per user	P1
TC-AGT-003	URD-AGT-002	Set availability	1. Agent sets status online	Status online; eligible for assignment	P1
TC-AGT-004	URD-AGT-003	Skills + cap	1. Set skills and max concurrent tickets	Fields saved; used by skill-based routing	P2
TC-AGT-005	URD-AGT-010	Workload cap	1. Agent at max tickets 2. Auto-assignment runs	Agent skipped; next eligible chosen	P1
TC-AGT-006	URD-AGT-004	Create group	1. Create "Billing Team" and add two agents	Group created; both members saved	P1
TC-AGT-007	URD-AGT-004	Remove from group	1. Remove an agent from the group	Membership removed (soft-deleted)	P1
TC-AGT-008	URD-AGT-006	Round-robin routing	1. Three tickets arrive in sequence	Assigned in rotation A → B → A	P1
TC-AGT-009	URD-AGT-006	Skill-based routing	1. Category requires "billing" 2. Auto-assign	Only billing-skilled agents considered; lowest load wins	P1
TC-AGT-010	URD-AGT-006	Load-balanced routing	1. Multiple agents available	Agent with lowest current load selected	P2
TC-AGT-011	URD-AGT-007	Auto-assign timing	1. Ticket arrives with rule configured	Assigned within 2 minutes; status → ASSIGNED	P1
TC-AGT-012	URD-AGT-007	No agents available	1. All agents offline/at max	Ticket stays OPEN; manager notified	P1
TC-KB-001	URD-KB-001	Create article	1. Create draft article	Saved; counts at zero	P2
TC-KB-002	URD-KB-002	Publish	1. Publish a draft	Status → published; published-at recorded	P2
TC-KB-003	URD-KB-002	Archive	1. Archive a published article	Status → archived; excluded from public search	P2
TC-KB-004	URD-KB-003	Duplicate slug (negative)	1. Create second article with same slug	Rejected; slug globally unique	P2
TC-KB-005	URD-KB-004	View tracking	1. Customer views an article	View recorded; view count incremented	P3
TC-KB-006	URD-KB-006	Helpful feedback	1. Submit "helpful"	Feedback saved; helpful count +1	P3
TC-KB-007	URD-KB-006	Not-helpful feedback	1. Submit "not helpful"	Feedback saved; not-helpful count +1	P3
TC-SRV-001	URD-SRV-001	Create CSAT survey	1. Create active CSAT survey, trigger post-resolution	Survey saved with type and trigger	P2
TC-SRV-002	URD-SRV-003	Add questions	1. Add 3 questions	Questions saved; order preserved	P2
TC-SRV-003	URD-SRV-004	Auto-send on resolution	1. Resolve ticket with active survey	Survey sent to reporter; response initialized	P2
TC-SRV-004	URD-SRV-005	Submit response	1. Customer submits rating and comment	Response saved; linked to ticket and survey	P2
TC-SRV-005	URD-SRV-004	No active survey	1. Resolve ticket with no active survey	No survey triggered	P2
TC-FR-001	URD-FR-001	Submit feature request	1. Customer submits a request	Created; status submitted; votes zero	P2
TC-FR-002	URD-FR-003	Vote	1. Customer votes on a request	Vote recorded; count +1	P2
TC-FR-003	URD-FR-003	Duplicate vote (negative)	1. Same customer votes again	Rejected; one vote per customer	P2
TC-FR-004	URD-FR-003	Unvote	1. Customer who voted unvotes	Vote removed; count −1	P2
TC-FR-005	URD-FR-002	Status change	1. Admin moves request to planned	Status → planned persisted	P2
TC-CMP-001	URD-CMP-001	Issue on breach	1. Breach exists 2. Agent issues store credit	Compensation created (pending); linked to ticket + escalation	P2
TC-CMP-002	URD-CMP-002	Compensation type	1. Agent issues a voucher with amount	Saved with correct type and amount	P2
TC-CMP-003	URD-CMP-003	Completion	1. Pending compensation processed	Status → completed; completed-at recorded	P2
TC-CMP-004	URD-CMP-003	Expiry	1. Pending compensation not processed in time	Status → expired	P2
TC-NTF-001	URD-NTF-001	Real-time to agent	1. Ticket assigned to a connected agent	Agent receives live event with ticket detail	P1
TC-NTF-002	URD-NTF-001	Real-time to customer	1. Agent replies; customer connected	Customer receives live reply notification	P1
TC-NTF-003	URD-NTF-002	Email on creation	1. Ticket created with email enabled	Email sent to reporter with ticket reference	P2
TC-NTF-004	URD-NTF-003	Preference opt-out	1. Customer opted out of assignment email 2. Ticket assigned	No email; live notification still sent	P2
TC-NTF-005	URD-NTF-005	Batch delivery	1. Queue 100 notifications 2. Batch worker runs	All delivered; per-recipient delivery log created	P2
TC-ACC-001	URD-TKT-002	Cross-merchant block	1. Merchant B agent queries Merchant A tickets	Forbidden / empty; no cross-merchant leak	P1
TC-ACC-002	URD-MSG-002	Internal note hidden	1. Customer queries messages incl. internal notes	Internal notes excluded	P1
TC-ACC-003	URD-AGT-001	Agent scope	1. Merchant A agent creates agent in Merchant B	Rejected; scoped to own merchant	P1
TC-ACC-004	URD-SLA-001	SLA policy permission	1. Non-admin modifies an SLA policy	Rejected; insufficient permission	P1

3. Traceability

Every Must requirement must map to ≥1 test case. Gaps flagged explicitly.

URD requirement	Test case(s)	Status
URD-TKT-001	TC-TKT-001, TC-TKT-004, TC-TKT-005	✅ Covered
URD-TKT-002	TC-TKT-002, TC-ACC-001	✅ Covered
URD-TKT-003	TC-TKT-003	✅ Covered
URD-TKT-004	TC-TKT-006–010, TC-TKT-014, TC-TKT-015	✅ Covered
URD-TKT-005	TC-TKT-006, TC-AGT-011	✅ Covered
URD-TKT-006	TC-TKT-010, TC-TKT-011	✅ Covered
URD-TKT-007	—	⚠️ Uncovered (context enrichment not exercised)
URD-TKT-008	TC-TKT-016	✅ Covered
URD-TKT-009 (S)	TC-TKT-013	✅ Covered
URD-TKT-010 (S)	TC-TKT-011, TC-TKT-012	✅ Covered
URD-TKT-011 (S)	—	⚠️ Uncovered (enrichment worker)
URD-TKT-012 (S)	TC-TKT-017	✅ Covered
URD-MSG-001	TC-MSG-001, TC-MSG-002	✅ Covered
URD-MSG-002	TC-MSG-003, TC-MSG-004, TC-ACC-002	✅ Covered
URD-MSG-003	TC-MSG-005	✅ Covered
URD-MSG-004	—	⚠️ Uncovered (author/author-type assertion implicit only)
URD-MSG-005 (S)	TC-MSG-006	✅ Covered
URD-CAT-001	TC-CAT-001, TC-CAT-002, TC-CAT-003	✅ Covered
URD-CAT-002	TC-CAT-004	✅ Covered
URD-CAT-003	TC-CAT-005	✅ Covered
URD-CAT-004 (S)	TC-CAT-006, TC-CAT-007	✅ Covered
URD-CAT-005	—	⚠️ Uncovered (priority levels not directly tested)
URD-SLA-001	TC-SLA-001, TC-SLA-002, TC-ACC-004	✅ Covered
URD-SLA-002	TC-SLA-001	✅ Covered
URD-SLA-003	TC-SLA-003	✅ Covered
URD-SLA-004	TC-SLA-004	✅ Covered
URD-SLA-005	TC-SLA-006, TC-SLA-007	✅ Covered
URD-SLA-006	TC-SLA-005	✅ Covered
URD-SLA-007	TC-SLA-008	✅ Covered
URD-SLA-008	TC-SLA-009	✅ Covered
URD-SLA-009 (S)	—	⚠️ Uncovered (policy escalation rules)
URD-SLA-010 (S)	TC-CAT-004	✅ Covered
URD-AGT-001	TC-AGT-001, TC-AGT-002, TC-ACC-003	✅ Covered
URD-AGT-002	TC-AGT-003	✅ Covered
URD-AGT-003	TC-AGT-004	✅ Covered
URD-AGT-004	TC-AGT-006, TC-AGT-007	✅ Covered
URD-AGT-005	TC-AGT-008–010	✅ Covered
URD-AGT-006	TC-AGT-008, TC-AGT-009, TC-AGT-010	✅ Covered
URD-AGT-007	TC-AGT-011, TC-AGT-012	✅ Covered
URD-AGT-008 (S)	—	⚠️ Uncovered (performance metrics)
URD-AGT-009 (S)	—	⚠️ Uncovered (agent schedule)
URD-AGT-010	TC-AGT-005	✅ Covered
URD-KB-001 (S)	TC-KB-001	✅ Covered
URD-KB-002 (S)	TC-KB-002, TC-KB-003	✅ Covered
URD-KB-003 (S)	TC-KB-004	✅ Covered
URD-KB-004 (S)	TC-KB-005	✅ Covered
URD-KB-005 (S)	—	⚠️ Uncovered (article categories)
URD-KB-006 (C)	TC-KB-006, TC-KB-007	✅ Covered
URD-KB-007 (C)	TC-KB-005	✅ Covered
URD-SRV-001 (S)	TC-SRV-001	✅ Covered
URD-SRV-002 (S)	TC-SRV-001	✅ Covered
URD-SRV-003 (S)	TC-SRV-002	✅ Covered
URD-SRV-004 (S)	TC-SRV-003, TC-SRV-005	✅ Covered
URD-SRV-005 (S)	TC-SRV-004	✅ Covered
URD-SRV-006 (S)	—	⚠️ Uncovered (satisfaction score feed)
URD-FR-001 (S)	TC-FR-001	✅ Covered
URD-FR-002 (S)	TC-FR-005	✅ Covered
URD-FR-003 (S)	TC-FR-002, TC-FR-003, TC-FR-004	✅ Covered
URD-FR-004 (S)	—	⚠️ Uncovered (ticket linkage)
URD-FR-005 (C)	—	⚠️ Uncovered (internal notes)
URD-CMP-001 (S)	TC-CMP-001	✅ Covered
URD-CMP-002 (S)	TC-CMP-002	✅ Covered
URD-CMP-003 (S)	TC-CMP-003, TC-CMP-004	✅ Covered
URD-CMP-004 (S)	TC-CMP-001	✅ Covered
URD-NTF-001	TC-NTF-001, TC-NTF-002	✅ Covered
URD-NTF-002 (S)	TC-NTF-003	✅ Covered
URD-NTF-003 (S)	TC-NTF-004	✅ Covered
URD-NTF-004 (S)	—	⚠️ Uncovered (templates)
URD-NTF-005 (S)	TC-NTF-005	✅ Covered

Must-requirement gaps: URD-TKT-007, URD-MSG-004, URD-CAT-005 have no dedicated test case yet — add coverage when the build is repaired. Remaining gaps are Should/Could and can be deferred.