SRMS Role Name Username Password

Requester (End User) EndUser EndUser_1

Approver (Requester's Manager) LineManager Line_Manager_1
Additional Approver
Service Desk User (SD User)
Support User (ITIL User)

Service Request Items to be checked for Testing

SL # Item Name SR Type
Generic SR
IMAC
Account Access

Assignment Group Details

SL # Assignment Group Assignee
 Normal SR

S.No. Uses cases Steps to follow

1 Creating a Service Request 1.1, 1.2
2 Cancellation of an Request Item/Request 6.1, 6.2
3 Approving the Service Request 2.1
4 Rejecting the Request 2.2
5 Assigning the Ticket to the Support group 3.1
6 Closing Task assigned to the Request Item 3.1
7 Accepting the Resolution of the Request 4.1
8 Reopening the Request 4.2
9 Filling the survery 5

Generic SR

1 Creating a Service Request 1.1, 1.2

2 Cancellation of an Request Item/Request 6.1, 6.2
3 Adding additional approver to the SR 2.2
3 Approving the Service Request 2.1
4 Rejecting the Request 2.3
5 Assigning the Ticket to the Support group 3.1
6 Closing Task assigned to the Request Item 3.1
7 Accepting the Resolution of the Request 4.1
8 Reopening the Request 4.2
9 Filling the survery 5
 S. No Role Test Case Condition Test Script Expected Result Actual Result Comments Ticket Number
Creating a Service Request
1. Open Zimmer link xxxxxxx provided. Once the end user successfully It displays the landing page N/A
2. Enter Login ID and Password for End User 1 login's into his/her account then once the user login.If the
1. It will display the ServiceNow (SNOW) Employee Self Service
Valid user account the end user will be able to see credentials are wrong then a
(ESS) Home Page.
Requester required with zimmer Biomet service desk message would pop up.
1.0 Login to SerivceNow app 2. If any problem to login with the credentials then use the "
(End User) Unique User ID and Dev site Employee Self Service
3. Click Login. Forgot your login credentials? " tab to get the new password and
Password (ESS) Home Page.
login

Whilst logged in as End User 1 Serivce Request is not avaliable N/A

1. On the ESS Home Page navigate to "Service request" section. for end user in the "Navigator"

SR Categories
Requester should be defined
1. Under Service Catalogue Entries user will be able to see the
1.1 (End User) Browse the SR Categories to view the
2.Click on "Service request category " link from service request list of Services to request.
available service
menu
requests

Whilst logged in as End User 1 Service Request not available

1. Select the required service request. for End users in moblie
2. Fill in all the mandatory details.(summary and description)
1. Request number will be generated.
3. Click "Order Now".
2. An email will be sent to the requester confirming the request
3. If more than one items are to be requested in the same request,
Requester creation.
All required details click on "Add to Cart".
1.2 (End User) Select and Submit the SR Note: On the backend a request item (RITM00XXXXX) would
should be filled in 4. Click on "Continue Shopping" button to view the Service Catalog
have generated which will be visible to the End user from the
again.
"Request Status" under "Order Things" Menu
5. Click on "Edit Cart" to make changes in the services selected for
3.
ordering.

Record the REQ number here: ................................

Approving/Rejecting the Service Request
1. Log into the Servicenow mobile app. And since the request Only if "My Pending Approvals" RITM0013097
couldn't be generated from End user we are using a random are made favourite this can be
request 1. Corresponding tasks are generated. performed.
2.Tasks are created and assigned to the fulfillment team. Notifications are sent out to the team for task assignment.
2. From web the required modules and applications has to be
made favourites only then those functionality could be performed.
So make "My Pending Approvals" as favourites and it will be visible 1. Corresponding tasks are generated.
in the homepage of the user. Then Click on "My Pending
Approvals" link.
3.Select the RITM in it or search for the RITM. The search option 2. Tasks are created and assigned to the fulfillment team.
will be there on clicking the option on the top right corner Notifications are sent out to the team for task assignment.
If the request is
valid and can be Mention the remarks in the Comments field.(Non Mandatory)
raised as per user 4. Again click on the RITM and on the top right corner we have
2.1 Approver Approving the SR
profile, approver option if you click that Approve\reject option will be there. Select
should be able to on Approve button.
approve it. Alternate approval process:
5. Alternatively, the approver can click on the link for approval in
the email received.
6. A new email will open. Mention the comments and send the
mail.
OR:
7. Approver can also click on the link in the mail to open the
approval request.
8. It will direct to the ESS page. Go to "Approval" link.
9. Click on the "Requested" link against the Request Item and
approve.
Create a new SR as mentioned in step 1, 1.1 and 1.2. 1. Rejection notification sent to Service Requester. 1.The end user recieves a The SR will be Rejected by the RITM00133110
Record the REQ Number here: ………… 2. Request Item Status-Sub Status will be Closed-Rejected. rejection email 2. Line Manager, and the
Record RITM Number here: …RITM0013110…. 3. If the reason for rejection is not given then there will be a pop The RITM sub status will be RITM0013110 will be closed
us showing the reason for rejection is mandatory. closed rejected. rejected.
1. Log into ServiceNow moblie app
2. Click on My Pending Approvals in the Homepage

If the request is 3.Select the RITM or search the RITM

invalid and cannot
be raised as per 4. Mention the "Reason for Rejection" in the Comments field.
user profile, 5. Click on Reject button.
2.2 Approver Rejecting the SR
approver should be Alternate Rejection process:
able to reject it with 6. Alternatively, the approver can click on the link for rejection in
the reason of the email received.
rejection 7. A new email will open. Mention the comments and send the
mail.
OR:
8. Approver can click on the link in the mail to open the approval
request.
9. It will direct to the ESS page. Go to "Approvals" link.
10. Click on the "Requested" link against the Request Item and
reject.
1. Follow the step 1.0 to login as an End User 1 1. The Rejection notes by the approver should be visible in the If the Requested Service is REQ0013110 is rejected by the REQ0013110
2. Click on "Navigator" on the top right corner of the app "My activity log of the Requested items. 2. User rejected then end user will approver
Request created in Request" under " service request alert"in the ESS Page. All the cannot edit additional comments to amend the details in the receive a email notification
Requester Check the Reason for Rejection of step 2.2 should be closed Requests will get displayed (in a list view). Requests. from the approver.
2.3 3. Select the Request rejected in step 2.2
(End User) Generic SR in Closed-Rejected
status 4. Click on the Request item within the Request.
5. From the activity log, the reason for rejection will be visible to
customer.
Life Cycle of a Service Request when approved
1. Login in as a SD User xxxxx in the ServiceNow mobile app."My The Task should now have disappeared from Service Desk Group Service Desk will receive the Service Desk person has to
work group" has to be set favourites in web. work. It should now list under "My group Work" of the resolver task in "Service Desk Group assign the task to the respected
2. Under "My group Work", the Task will be listed. group which will be clear in next step. work" and they will assign the groups.
There should have 3. Click on the Task and assign to a resolver group task to a particular group
Assigning the Task to the correct
3.1 Service Desk User been an approved (test_group_1) and after
resolver
Request Note the Resolver Group: test_group_1………………………………….. assigning the task the task
would appear in "My group
Work" . RITM0013124 REQ0012407
TASK0013915
1. Login as a Support User 1 in ServiceNow mobile app. 1. Mail will be sent to the assignee of the task for task Support user will receive the The support user needs to
2. Open the task from the "My Groups Work" link. assignation. email .Task will be available in provide resolutions notes for
3. Assign the task to self. 2. The task will be closed. "My Group work" and they will close successful.
4. Complete the work notes. 3. The fulfillment details will be copied to the activity log of the assign the task to themselves
The tasks have 5. Select the status of the task as Closed - Successful. request item which can be checked by opening the Request item (Abhishek nath) and after
been assigned to 6. Provide the fulfillment details in the "Resolution Notes" field in (RITM00XXXXX) from Search options . assigning the task the task
3.2 Support User Closing all the tasks in the request item the Resolution Information tab. 4. The Request Item resolution needs to be accepted by the would appear in "My group
the request
fulfillment team 7. Click on Update. requester. Work" .
5. If the resolution notes are not given then a pop us will be
Note: All Open Tasks need to be closed (following the above steps) generated asking for the resolution notes.
before the Request Item can move to Resolved Status.
REQ0012408 RITM00131245
TASK0013916
Accepting/Rejecting the fulfillment of a request item
If the request has 1. Login into the ServiceNow moblie app (End User 1). 1. The accepted requested item will not be visible to the The end user will receive a RITM0013018 is accepted.
been fulfilled as requester after acceptance in the "Need Your Attention on notification regarding the
2. Search for the request from My request in the Navigator
requested, then the Items" link. service request.
Requester 3. Navigate to RITM from there and on the top right select the 2. The request item will be closed. User can either accept or reject
4.1 Accepting the request item resolution Service request
(End User) option there we can see Accept\reject for the resolution 3. If the requester does not respond to the request item the requested item.
item can be
accepted by the fulfillment, a reminder mail will be sent to him after 5 days from
Service requester. the date of resolution.
4. If the requester does not respond to the reminder also, the
request item will be auto-closed after 7 days from the date of 1. 1. The rejected REQ0012304 is The rejected is not visible after REQ0012304
The rejected requested item will not be visible to the requester
resolution. not visible after rejection to the rejection to the requester in RITM0013018
after rejection in the "Need Your Attention on Items" link. requester in "Need Your "Need Your Attention ". The TASK0013848
2. The Request Item and the tasks will be re-opened and Attention ". requested item and the task is
1. Login into ServiceNow mobile app(End User xxxxx). assigned to the group that resolved the tasks. 2.The RITM0013018 and the reopened and assigned to the
3. If the Reason for rejection are not given then a pop up will be TASK0013848 is reopened and "Service Desk-English" group.
generated asking for the reason for the rejection. assigned to the "Service Desk-
English" group.
If the request has
not been fulfilled as
requested, then the
Requester
4.2 Rejecting the request item resolution Service request
(End User) 2. Search for the request from My request in the Navigator
item would be
Rejected by the
Service requester.
3. Navigate to RITM from there and on the top right select the
option there we can see Accept\reject for the resolution
5. Fill the "Rejection Reason" .

6. Mention the remarks in the comments field and click on Submit.

7. Alternatively, the user can click on the link in the fulfillment
email to move to the same accept/reject form page.
Filling the Survey for a Request
1. Login into the ESS page as the requester (End User 1). 1. After the survey has been filled, the request nnumber will not
2. Since the end user doesnt get any notification we have to be visible to the requester in the "Need Your Attention on
naivgate to the closed request Requests" link. It will be visible in the "Closed Requests" link
The requester without the "Fill Out a Survey" button.
needs to fill out a 3. In navigator select My request and search for the closed request 2. If the user does not respond to the survey mail, the requester
survey for the 4. And then navigate to the RITM and in the RITM select options in will get a reminder notification after 15 days from the date of
request once all the top right, select fill out survey. closure.
Requester request item 3. The survey will be deactivated after 30 days from the date of
5 Filling out a survey
(End User) resolutions have ticket closure.
been accepted and
the request has
been closed.

The fill out survey was not

working in mobile app.
Cancel Request Item/Request
1. The request item will be cancelled with Status-Sub Status as The requested item will be The requested item RITM0013018
1. Login into mobile app (End User 1). "Close" and "Cancelled". cancelled and the status will be RITM0013018 will be cancelled
2. Search for the request from My request in the Navigator 2. An email notification will be sent to the service requester for closed. and the status will be closed.
3. Click on the Requested Item number RITM00XXXXX created cancellation.
now. NOTE: If any of the Request Item has been approved, an error
4. Click on the "Cancel" button. message will appear and the request item will not be cancelled.
The request item
Requester 5. provide the "Reason for Cancellation". 3. If the reason for the cancellation is not provided then there
6.1 Cancel the Request Item has not been
(End User) 6. Click on Submit. will be pop up showing the reason is mandatory.
approved

1. The request will be closed with Status as "Closed". The request number cannot be
2. An email notification will be sent to the service requester for seen by the end user. Only
1. Login into Mobile app (End User 1). cancellation. RITM is visible in My request.
2. Click on "Need Your Attention on Requests" link in the "Service 3. All the request items in the request will also be cancelled.
request alert" section in the ESS page. 4. Notification for cancellation of request items will also be sent
Requester The request has not 3. Click on the Request Number REQ00XXXXX created now. to the requester.
6.2 Cancel the Request 4. Click on the "Cancel" button. 5. If the reason for the cancellation is not provided then there
(End User) been approved
5. provide the "Reason for Cancellation" in the pop-up message will be pop up showing the reason is mandatory.
box.
6. Click on Submit.
 S. No Role Test Case Condition Test Script Expected Result Actual Result Comments Ticket Number
Creating a Generic Service Request
Valid user account 1. Open HCL ITSMS link xxxxxxx provided.
Requester Login to HCL 1. It will display the ServiceNow (SNOW) Employee Self
1.0 required with Unique User 2. Enter Login ID and Password for End User xxxxx
(End User) ITSMS Service (ESS) Home Page.
ID and Password 3. Click Login.
Whilst logged in as End User xxxxx
Requester SR Categories should be
Browse the SR 1. On the ESS Home Page navigate to "service request" section. 1. Under Service Catalogue Entries user will be able to
1.1 (End User) defined to view the
Categories see the list of Services to request.
available service requests 2. Click on "Service request category " link from service request menu.

Whilst logged in as End User xxxxx

1. Request number should be generated.
1. Click on "Generic Services" and then on the Request Item "Generic
2. A table with description, Delivery date, stage and
SR"
Requester quantity should be displayed.
Select and Submit All required details should 2. Fill in all the mandatory ( summary and description)and other details
1.2 (End User) Note : On the backend a request item (RITM00XXXXX)
the SR be filled in requested.
would have generated which will be visible to the End
3. Click "Order Now".
user from the "Request Status" under "service request
alert" Menu
Record the REQ number here: ................................
Approving/Rejecting the Generic Service Request
1. Log into the HCL Service Request Management Console with 1. Corresponding tasks are generated.
approver’s id (SD User xxxxx in case of Generic SRs) and password. 2. Tasks are created and assigned to the fulfillment team.
2. Click on "My Pending Approvals" link on the left hand navigation Notifications are sent out to the team.
pane under Service Desk Application.
3. Click on the "Requested" link (under the "state" column) for the
Request Item RITM00XXXXX which was raised under REQ00XXXX
created in step 1.2 which has to be approved.
Approving the SR Mention the remarks in the Comments field.(Non Mandatory)
(Note : By default If the request is valid and
4. Click on Approve button.
Approver the approver for can be raised as per user
2.1 Alternate approval process:
generic SR are profile, approver should be
5. Alternatively, the approver can click on the link for approval in the
Service Desk able to approve it.
email received.
analysts)
6. A new email will open. Mention the comments and send the mail.
OR
7. Approver can also click on the link in the mail to open the approval
request.
8. It will direct to the ESS page. Go to "Approval" link.
9. Click on the "Requested" link against the Request Item and approve.

Create a new Generic SR as mentioned in step 1, 1.1 and 1.2. 1. The approval request will be activated only after the
Record the REQ Number here: ……………………………………………….. service desk has approved has approved the request.
Record RITM Number here: …………………………………………………. 2. Tasks are generated after the approval is complete.

Log in as SD User xxxxx

1. Click on Approvals tab.
2. Click on the Requested item (under the "Approval for" column) for
If the Service Desk feels the Request Item which has to be approved.
Adding additional
the need to add additional 3. Scroll down to the bottom of the page and click on the "Edit" button.
2.2 Service Desk User approver to the
approvers. 4. Select from a list of users listed by double clicking on the name.
SR
When the selected person is added to the "Approvers list" box, click on
Save.
5. Click on the "Requested" tab at the bottom of the page (under the
state column) for the Request Item which has to be approved.
6. Mention the remarks in the Comments field.
7. Click on Approve button.

Create a new Generic SR as mentioned in step 1, 1.1 and 1.2. 1. Rejection notification sent to Service Requester.
Record the REQ Number here: ……………………………………………….. 2. Request Item Status-Sub Status will be Closed-
Record RITM Number here: …………………………………………………. Rejected.

Log in as Approver xxxxx

If the request is invalid and
cannot be raised as per
user profile, approver
2.3 Approver Rejecting the SR
should be able to reject it
with the reason of
rejection
1. Log into the HCL Service Request Management Console with
approver’s id and password (SD User xxxxx in case of Generic SRs).
2. Click on "My Pending Approvals" link on the left hand navigation
pane under Service Desk Application.
3. Click on the "Requested" link (under the "state" column) for the
Request Item RITM00XXXXX which was raised under REQ00XXXXX
created now which has to be rejected.
4. Mention the "Reason for Rejection" in the Comments field.
5. Click on Reject button.
Alternate Rejection process:
6. Alternatively, the approver can click on the link for rejection in the
email received.
7. A new email will open. Mention the comments and send the mail.
OR:
8. Approver can click on the link in the mail to open the approval
request.
9. It will direct to the ESS page. Go to "Approvals" link.
10. Click on the "Requested" link against the Request Item and reject.

1. Follow the step 1.0 to login as an End User xxxxx 1. The Rejection notes by the approver should be visible
2. Click on "Closed Request" under service request alert in the ESS in the activity log of the Requested items.
Check the Reason Request created in step 2.3 Page. All the closed Requests will get displayed (in a list view). 2. User cannot edit additional comments to amend the
Requester 3. Select the Request rejected in step 2.3 details in the Requests.
2.4 for Rejection of should be in Closed-
(End User) 4. Click on the Request item within the Request.
Generic SR Rejected status
5. From the activity log, the reason for rejection will be visible to
customer.
Life Cycle of a Generic Service Request when approved
1. Login in as a SD User xxxxx in the HCL Service Request Management The Task should now have disappeared from Service Desk
console. Group work. It should now list under "My group Work" of
Assigning the Task
There should have been an 2. Under "My group Work", the Task will be listed. the resolver group which will be clear in next step.
3.1 Service Desk User to the correct 3. Click on the Task and assign to a resolver group
approved Request
resolver
Note the Resolver Group: ……………………………………………………...
1. Login as a Support User xxxxx using the HCL SNOW console.(i.e. 1. The task will be closed.
Should be a member of above support group) 2. The fulfillment details will be copied to the activity log
2. Open the task from the "My Groups Work" link. of the request item which can be checked by opening the
3. Assign the task to self. Request item (RITM00XXXXX) from Search options .
4. Complete the work notes. 3. The Request Item resolution needs to be accepted by
Closing all the The tasks have been 5. Select the status of the task as Closed - Successful. the requester.
3.2 Support User tasks in the assigned to the request 6. Provide the fulfillment details in the "Resolution Notes" field in the
request item fulfillment team Resolution Information tab.
7. Click on Update.

Note: All Open Tasks need to be closed (following the above steps)
before the Request Item can move to Resolved Status.

Accepting/Rejecting the fulfillment of a Request Item

1. Login into the ESS page as the requester (End User xxxxx). 1. The accepted requested item will not be visible to the
2. Click on "Need Your Attention on Items" link under "Order Now" requester after acceptance in the "Need Your Attention
section. on Items" link.
If the request has been 2. The request item will be closed.
3. Click on the Requested item number for the Request Item
Requester Accepting the fulfilled as requested, then 3. If the requester does not respond to the request item
RITM00XXXXX which has been resolved in step 3.2
4.1 (End User) request item the Service request item fulfillment, a reminder mail will be sent to him after 5
4. Click on "Accept/Reject" button.
resolution can be accepted by the days from the date of resolution.
Service requester. 5. Mention the remarks in the Comments field (not mandatory).
4. If the requester does not respond to the reminder also,
6. Select the Accept Radio button and click on Submit. the request item will be auto-closed after 7 days from the
7. Alternatively, the user can click on the link in the fulfillment email to date of resolution.
move to the same page.
Create a new Generic SR as mentioned in step 1, 1.1, 1.2, 2.1 1. The rejected requested item will not be visible to the
Record the REQ Number here: ……………………………………………….. requester after rejection in the "Need Your Attention on
Record RITM Number here: …………………………………………………. Items" link.
2. The Request Item and the tasks will be re-opened and
Resolve the RITM00XXXXX following step 3.1 and 3.2 assigned to the group that resolved the tasks.

1. Login into the ESS page as the requester (End User xxxxx).
If the request has not been
Requester Rejecting the fulfilled as requested, then 2. Click on "Need Your Attention on Items" link in the "service reuest
4.2 (End User) request item the Service request item alerts" section in the ESS page.
resolution would be Rejected by the 3. Click on the Requested item number for the Request Item which has
Service requester. to be rejected. [RITM00XXXXX which was resolved in this step]
4. Click on the Accept/Reject button.
4. Select the Reject Radio button.
 Items" link.
2. The Request Item and the tasks will be re-opened and
assigned to the group that resolved the tasks.

If the request has not been

Requester Rejecting the fulfilled as requested, then
4.2 (End User) request item the Service request item
resolution would be Rejected by the
Service requester.

S. No Role Test Case Condition Test Script Expected Result Actual Result Comments Ticket Number
5. Fill the "Rejection Reason" from the dropdown list.
6. Mention the remarks in the comments field and click on Submit.
7. Alternatively, the user can click on the link in the fulfillment email to
move to the same accept/reject form page.
Filling the Survey for a Generic Serivce Request
1. Login into the ESS page as the requester (End User xxxxx). 1. After the survey has been filled, the request number
2. Click on "Need Your Attention on Requests" link in the "service will not be visible to the requester in the "Need Your
request alerts" section in the ESS page. Attention on Requests" link. It will be visible in the
The requester needs to fill 3. Click on the Request number for which the RITM Resolution was "Closed Requests" link without the "Fill Out a Survey"
out a survey for the accepted in step 4.1. button.
request once all the 2. If the user does not respond to the survey mail, the
4. Click on "Fill out a Survey" button.
Requester Filling out a request item resolutions requester will get a reminder notification after 15 days
5
(End User) survey have been accepted and 5. Select from a list of rating options. from the date of closure.
the request has been Note: For "Dissatisfied" and "Very Dissatisfied" rating the requester 3. The survey will be deactivated after 30 days from the
closed. needs to fill a Reason for Dissatisfaction from a dropdown list. date of ticket closure.

6. Mention the remarks in the comments field and click on Submit.

7. Alternatively, the user can click on the link in the request closure
email to move to the same Survey Form page.
Cancel Request Item/Request
Create a new Generic SR as mentioned in step 1, 1.1 and 1.2. 1. The request item will be cancelled with Status-Sub
Record the REQ Number here: ……………………………………………….. Status as "Close" and "Cancelled".
Record RITM Number here: …………………………………………………. 2. An email notification will be sent to the service
requester for cancellation.
1. Login into the ESS page as the requester (End User xxxxx). NOTE: If any of the Request Item has been approved, an
Requester Cancel the The request item has not 2. Click on "Need Your Attention on Items" link in the "Service request error message will appear and the request item will not
6.1 alerts" section in the ESS page. be cancelled.
(End User) Request Item been approved
3. Click on the Requested Item number RITM00XXXXX created now. 3. If the reason for the cancellation is not provided then
4. Click on the "Cancel" button. there will be pop up showing the reason is mandatory
5. provide the "Reason for Cancellation" in the pop-up message box.
6. Click on Submit.

Create a new Generic SR as mentioned in step 1, 1.1 and 1.2. 1. The request will be closed with Status as "Closed".
Record the REQ Number here: ……………………………………………….. 2. An email notification will be sent to the service
Record RITM Number here: …………………………………………………. requester for cancellation.
3. All the request items in the request will also be
1. Login into the ESS page as the requester (End User xxxxx). cancelled.
Requester Cancel the The request has not been 2. Click on "Need Your Attention on Requests" link in the "service 4. Notification for cancellation of request items will also
6.2 request alert" section in the ESS page. be sent to the requester.
(End User) Request approved
3. Click on the Request Number REQ00XXXXX created now.
5. Click on the "Cancel" button.
5. provide the "Reason for Cancellation" in the pop-up message box.
6. Click on Submit.