TEST GOVERNANCE • QUALITY ASSURANCE
Support Test Cases
Controlled testing notice
Use approved demonstration or de-identified test data. Do not place real PHI, passwords, Social Security numbers, bank information, production credentials, or confidential integration secrets in screenshots, tickets, or public repositories.
Purpose
This guide defines the minimum repeatable coverage for Support Test Cases. It is intended for functional testing, regression testing, implementation validation, and release evidence.
Required Test Coverage
| Test Case ID | Scenario | Execution | Expected Result |
|---|---|---|---|
| 016-01 | Create support ticket | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
| 016-02 | Ticket number generation | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
| 016-03 | Attachments | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
| 016-04 | Temporary support access | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
| 016-05 | Impersonation session | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
| 016-06 | Provider isolation | Execute the approved workflow using the correct Provider, role, environment, and test data. | The expected result is correct, Provider-scoped, auditable, and does not create duplicate or unrelated changes. |
PASS Criteria
A test passes only when the observed behavior matches the expected result, no unauthorized information is exposed, no unintended duplicate is created, related audit evidence is present when required, and existing working functionality remains intact.
Failure Handling
- Stop immediately for PHI exposure, cross-Provider access, data corruption, incorrect payroll or billing, duplicate EVV activity, or missing audit evidence.
- Record environment, Provider, user, role, date/time, record IDs, exact steps, and observed result.
- Attach only approved redacted evidence.
- Create or link the defect and assign severity according to the QA Guide.
- Retest the correction and complete focused regression coverage.