Application

Software Version
Verification

SLM
Overview Console

Asset

Change
Contract

Incident

Problem
Return on Investment

Release

Service Request
Management
Remedy Knowledge
Management

Known RTM Issues

 Verification Tests V1 (2010-09-28)

Use Remedy User Tool for these tests logged in as aradmin_user (see Setup tab).

Open the SHARE:Application_Properties form to verify that Service Level Management is installed and version is correct (SLM
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Asset Management is installed and version is correct (AM
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Change Management is installed and version is correct (
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Incident Management is installed and version is correct (
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Problem Management is installed and version is correct
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Release Management is installed and version is correct
version 7.6.03)
Open SHARE:Application_Properties form to verify that BMC Remedy Service Request Management is installed and version is
correct (SRM version 7.6.03)
Open the SHARE:Application_Interface form, search for Service Level Management entries, verify there are 4 ITSM application
showing up as Providing Applications and make sure the installed field is set to Yes
Open the SHARE:Application_Interface form, search for BMC Remedy Asset Management entries, verify there are 4 ITSM
applications showing up as Providing Applications and make sure the installed field is set to Yes
Open the SHARE:Application_Interface form, search for BMC Remedy Change Management entries, verify 6 ITSM application
as Providing Applications and make sure the installed field is set to Yes.
Open the SHARE:Application_Interface form, search for BMC Remedy Incident Management entries, verify 5 ITSM application
showing as Providing Applications and make sure the installed field is set to Yes.
Open the SHARE:Application_Interface form, search for BMC Remedy Problem Management entries, verify there are 3 ITSM
applications showing up as Providing Applications and make sure the installed field is set to Yes
Use browser interface for these tests logged in as slm_user (See Setup tab). NOTE - testing can be run concurrently w
ITSM and SRM users.
Verify the RemedyApplication_error.log to make sure there are no errors. NOTE: if upgrade install, there will be data Duplicate
which can be ignored
Verify the SLMIntegration_error.log to make sure there are no errors. NOTE: duplicate data errors can be ignored
Verify the RemedyApplication_error.log to make sure there are no errors. NOTE: if upgrade install, there will be data Duplicate
which can be ignored
Verify the SLMIntegration_error.log to make sure there are no errors. NOTE: duplicate data errors can be ignored
Open the Application Administrator Console, go to Custom tab, expand Service Level Management. Expand Configure Applic
Setting. Open Data Source. Verify that Help Desk (IM), Asset, Change, Service Request, Work Order entries exist
Open the Application Administrator Console, go to Custom tab, expand Service Level Management. Expand Configure Applica
Setting. Open Data Source. Select a Data Source and click Create Filters. Verify filters got built successfully
Verify user can click Service Level Management link - Service Level Management Console to open Service Level Managemen
page
Verify click Agreements tab from SLM Console tab opens Agreements tab
Verify click buttons from Agreements tab.
Verify click Help from Agreement tab & Help is there.
Verify click Service Target tab from SLM Console tab opens Service Targets tab
Verify click buttons from Service Targets tab.
Verify click Help from Service Targets tab & Help is there.
Verify user can click Service Level Management Dashboard tab
Verify click Help from Service Level Management Dashboard tab & Help is there.
Verify Compliance, SLM Trends, Service Targets, Business Services tabs display from the Service Level Management Dashbo

Verify click buttons from Service Level Management Dashboard - Compliance tab
Verify click Help from Service Level Management Dashboard - Compliance tab & Help is there.
Verify click buttons from Service Level Management Dashboard - SLM Trends tab
Verify click Help from Service Level Management Dashboard - SLM Trends tab & Help is there.
Verify click buttons from Service Level Management Dashboard - Service Targets tab
Verify click Help from Service Level Management Dashboard - Service Targets tab & Help is there.
Verify click Help from Service Level Management Dashboard - Business Services tab & Help is there.
Verify user can click Contracts tab from Service Level Management home page
Verify click buttons from Contracts tab from Service Level Management home page
Verify click Help from Contracts tab from Service Level Management home page & Help is there.
Verify Close button Contracts from Service Level Management home page returns to SLM Console.
Verify user can click Reporting tab from Service Level Management home page
Verify user can click Administration tab from Service Level Management home page
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify user can login and sees IT Home Page Application links, Overview Console.
Verify user can click on buttons on Overview Console
Verify user can click logout to log out of IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify user can click Asset Mangement link - Asset Management Console to open Asset Console
Verify click Help from tool bar & Help is there.
Verify click all links and expand areas on NAV bar
Verify click buttons from Asset Console.
Verify pick Company, Dataset Name.
Verify click Home to go back to IT Home
Verify click Asset Mangement link - Manage CI
Verify Select a CI Type dialog opens, can pick a CI Type, Create button works, click Close button to go back to IT Home.
Verify click Asset Mangement link - Purchasing Console
Verify Purchasing Console opens.
Verify all links work on NAV bar under Functions, Consoles.
Vierfy Requistion buttons work when clicked.
Verify Work Info buttons work when clicked.
Verify when KPIs tab clicked available KPI links are available and can be clicked.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Asset Mangement link - Receiving Console
Verify Receiving Console opens.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Asset Mangement link - SAM Console
Verify Software Asset Management Console, NAV bar links all work in all areas.
Verify Certificates table buttons work.
Verify Related CIs table buttons work
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify click Change Management - Change Management Console opens Console.
Verify NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify click View Broadcast
Verify check Work Info buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Change Management - New Change opens new change screen.
Verify NAV bar - click links, expand, collapse fields
Verify Work Detail tab buttons, menus
Verify Tasks tab buttons, menus
Verify Relationships tab buttons, menus
Verifiy Date/System field, menus.
Verify click links, tabs, menus
Verify click View Broadcast
Verify check Work Info buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Change Management - Search Change opens search Change Request screen.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Change Management - Change/Release Calendar opens calendar screen.
Verify NAV bar links, menus from dialogs when opened from link
Verify quick filtering for calendar for 1, 5, 7 days.
Vierfy small calendar functionality.
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify click Contract Mangement link to open Contract Management
Verify click Help from tool bar & Help is there.
Verify click all links and expand areas on NAV bar
Verify click buttons from Contract Management Console.
Verify pick Company, Supplier
Verify Related Contracts and Work Info on console
Verify click Home to go back to IT Home
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Use browser interface for these tests.
Verify click Incident Management - Incident Management Console opens console screen.
Verify NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify click View Broadcast
Verify check Incident Detail and Tasks buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Incident Management - New Incident opens new incident screen.
VerifyNAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify click View Broadcast
Verify Work Detail tab buttons, menus
Verify Relationships tab buttons, menus
Verifiy Date/System field, menus.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Incident Management - Search Incident opens search Incident Request screen.
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Use browser interface for these tests.
Verify click Problem Management - Problem Management Console opens console screen.
Verify on NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify click View Broadcast
Verify check Work Detail buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Problem Management - New Problem opens new problem screen.
Verify NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify click View Broadcast
Verify Work Detail tab buttons, menus
Verify Relationships tab buttons, menus
Verifiy Date/System field, menus.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Problem Management - Search Problem opens search Problem Request screen.
Verify buttons, menus, tabs, links
Verify Help button.
Verify Close button returns to IT Home.
Verify click Problem Management - Search New Known Error new Known Error Request screen.
Verify NAV bar - click links
Verify Work Detail tab buttons, menus
Verify Relationships tab buttons, menus
Verifiy Date/System field, menus.
Verify Help button.
Verify Close button returns to IT Home.
Verify click Problem Management - Search Known Error opens search Known Error Request screen.
Verify clicking menus or typing in some value in fields, search.
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify click Return on Investment - ROI Console opens ROI Console screen.
Verify clicking on links on NAV bar open each flashboard
Verifyi clicking on fields with menus, clicking on calendar icon
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as itsm_user (see Setup tab).
Verify click Release Management - Release Management Console opens console screen.
Verify NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus open from console
Verify click View Broadcast
Verify check Changes and Activities buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Release Management - New Release opens new release screen.
Verify NAV bar - click links, expand, collapse fields
Verify Work Details tab buttons, menus
Verify Manifest tab buttons, menus
Verify Relationships tab buttons, menus
Verifiy Date/System field, menus.
Verify click links, tabs, menus
Verify check View Broadcast
Verify Help button.
Verify Close button returns to IT Home.
Verify click Release Management - Search Release opens search Release Request screen.
Verify clicking menus or typing in some value in fields, search.
Verify Help button.
Verify Close button returns to IT Home.
Use browser interface for these tests logged in as srm_user (see Setup tab).

Verify click Administrator Console - Application Administrator Console opens console from Home Page.
Verify open Foundation > Advanced Options > Command Automation Interface - Application Registry from the Application
Administrator Console.
Verfiy "BMC Remedy Change Management" record in CAI Application Registry has proper Server name.
Verfiy "BMC Remedy Incident Management" record in CAI Application Registry has proper Server name.
Verfiy "Work Order Application" record in CAI Application Registry has proper Server name.
Verify open Service Request Management > Advanced > Application Settings from the Application Administrator Console.
Verify that the Mid Tier Path in Application Settings properly points to the AR Mid-tier.
Verify open Service Request Management > Work Order > Work Order Template from the Application Administrator Console.
Verify open Service Request Management > Navigational Categories > Category Management from the Application Administra
Console.
Verify open Service Request Management > Application Configuration > Define Application Target Data from the Application
Administrator Console.
Verify that there are 35 'BMC Remedy Change Management' records in the Application Target Data form.
Verify that there are 25 'BMC Remedy Incident Management' records in the Application Target Data form.
Verify that there are 62 'Work Order Application' records in the Application Target Data form.
Verify open Service Request Management > Application Configuration > Define Question Library from the Application Administ
Console.
Verify open Service Request Management > Application Configuration > Define Application Object Template from the Applicatio
Administrator Console.
Verify the user can select Type = 'Template' and App Registry Name = 'BMC Remedy Change Management' and click [Select]
without receiving error on the dialog that pops up.
Verify the user can select Type = 'Template' and App Registry Name = 'BMC Remedy Incident Management' and click [Select]
without receiving error on the dialog that pops up.
Verify the user can select Type = 'Template' and App Registry Name = 'Work Order Application' and click [Select] button withou
receiving error on the dialog that pops up.
Verify open Service Request Management > SRD Level > SRD Level from the Application Administrator Console.
Verify click Service Request Management - Service Catalog Manager Console opens console from Home Page.
Verify the Process Definition form can be opened from the Service Catalog Manager Console.
Verify the Service Request Definition form can be opened from the Service Catalog Manager Console.
Verify the user can select Type = 'Standard' and click [Select] button without receiving error on the dialog that pops up.
Verify the user can select Type = 'Quick Launch' and click [Select] button without receiving error on the dialog that pops up.
Verify click Service Request Management - Work Order Console opens console from Home Page.
Verify click Service Request Management - New Work Order opens work order from Home Page.
Verify click Service Request Management - Search Work Order opens work order from Home Page.
Verify click Service Request Management - Request Entry opens console from Home Page.
Use browser interface for these tests logged in as rkm_user (see Setup tab).

Verify click Knowledge Management --> Knowledge Management Console from Home Page - opens console screen.
Verify on NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify check Work Detail buttons, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Knowledge Management - New Article opens new Article screen.
Verify NAV bar - click links, expand, collapse fields
Verify click links, tabs, menus
Verify Help button.
Verify Close button returns to IT Home.
Verify click Knowledge Management - Search Knowledge opens search Knowledge Article screen.
Verify buttons, menus, tabs, links
Verify Help button.
Verify Close button returns to IT Home.
Verify click Knowledge Management - Article Conversion Tool - opens Article Conversion screen.
Search RKM, it should show a list of Published and Incident Source Articles as per the search criteria.
Click on a Published Article to view the Article.
RKM should open up Incident Source Articles

Verification Tests
SMPM should run
Atrium Impact Simulator should be working.
Reports should be working.
There should be no issues In Exploring CI from Incident and Change.
There should be no Error, "Expected a closing Parenthesis at this point: at position 18 (ARERR 1586)" occuring when we click
provided in the flashboard-Home page.
Impact Analysis should work when no Alternate Data Set is selected.
There should be no Error, "Unexpected character at this location in the query line: at position 17. (ARERR 1581)" when we ope
change request from change calendar.
There should be no Error, "ARERR [3600] Internal Error" occuring when we click on dates in change calendar.
There should be no Error, "caught exception:'ARALCTM_58PPL_58UpdateSG_95005_95SetFullNm' is undefined" when we cli
button "update support groups and roles" in people form.
There should be no errors in ARError.log:
- Registry location cannot be empty
- Cannot insert null.
SLM Tag Image not getting displayed on Firefox.
Enable the AR API log, open Incident Management console, check that the AR API log should not be making any form fetch ca
Select a Work Info entry on and Incident, and click Report button at the bottom of the Work Info table. The Work Info Report sh
be displayed without an error.
Status change from Pending to Assigned replicates existing work log entries
SRD - there should be no Process View Error while viewing an existing SR.
SRD - there should be no bad display on Firefox for long fields.
HCL Results
Pass/Fail
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Pass
Pass
Pass
Pass
Pass

Pass
Pass
Pass
Pass
Pass
Pass
Fail
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Pass
HCL Description
 Application, forms for tests Suggested User Name for running tests
SHARE:Application_Properties aradmin_user
SHARE:Application_Interface use aradmin_user
SLM slm_user
ITSM itsm_user

SRM srm_user

RKM User rkm_user

Notes
To create an AR Administrator user:
1 Open the BMC Remedy User client using Demo, bmc.
2 Select File => Open => Object List and then click the Find tab.
3 In the Search what keywords? field, type User, and then
click Find.
4 Select User from the search result list, and then click New.
5 In Login Name type aramdin_user, in License Type select Fixed, in Full Name
type HCL Administrator, from Group List pick Administrator, Save.

To access SHARE:Application_Properties and SHARE:Application_Interface forms:

1 Open the BMC Remedy User client using an aradmin_user.
2 Select File => Open => Object List and then click the Find tab.
3 In the Search what keywords? field, type SHARE:Application_Properties, and
then
click Find.
4 Select SHARE:Application_Properties from the search result list, and then click
Search.
5 Follow the above steps to open the SHARE:Application_Interface form
 Permissions Needed to run tests
AR Administrator

SLM Config
Acitivty Config, Asset Admin, Asset Config, CM Dashboard User, Contract Admin, Contract Config, Cost
Manager, Incident Config, Incident Master, Infrastructure Change Config, Infrastructure Change Master,
Problem Config, Problem Master, Purchasing User, Receiving User, Release Config, Release Master, Task
Manager, Task Process Config, ROI Administrator
`
Acitivty Config, Asset Admin, Asset Config, CM Dashboard User, Contract Admin, Contract Config, Cost
Manager, Incident Config, Incident Master, Infrastructure Change Config, Infrastructure Change Master,
Problem Config, Problem Master,Knowledge Admin, Knowledge Config