# 3. Support SLA & Status — Test Cases

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*
Spec: support_sla_status.md — every feature, sub-feature, and rule covered

## Test Execution Policy

- Zero tolerance: any deviation from the documented behavior is a defect.
- Every failed test is logged with a Bug ID, the feature, the sub-feature, the expected vs actual result, and the severity; 100% of bugs are fixed before the group passes.
- 100% pass rate is required for the group to be marked complete.

## Coverage Matrix

| Feature | Sub-feature / Rule | Test IDs |
|---------|--------------------|----------|
| 3.1 | SLA tiers view | TC-TI-9-03-001 |
| 3.1 | Response targets per priority | TC-TI-9-03-002 |
| 3.1 | Resolution targets per priority | TC-TI-9-03-003 |
| 3.1 | Current SLA status for open tickets | TC-TI-9-03-004 |
| 3.1 | SLA credits shown | TC-TI-9-03-005 |
| 3.1 | SLA history | TC-TI-9-03-006 |
| 3.1 | SLA available on web and mobile | TC-TI-9-03-007 |
| 3.1 | SLA event logging (viewed) | TC-TI-9-03-008 |
| 3.1 | Audit logging of the support SLA tiers and response times | TC-TI-9-03-009 |
| 3.1 | Rule: A missed SLA target triggers the remedy. | TC-TI-9-03-001 |
| 3.1 | Rule: The SLA clock pauses for pending customer input. | TC-TI-9-03-002 |
| 3.1 | Rule: SLA events (viewed) are logged with the account and the timestamp. | TC-TI-9-03-003 |
| 3.1 | Rule: The support SLA tiers and response times is audit-logged with the account and the timestamp. | TC-TI-9-03-004 |
| 3.2 | Ticket list with status | TC-TI-9-03-010 |
| 3.2 | Status timeline per ticket | TC-TI-9-03-011 |
| 3.2 | Support responses shown | TC-TI-9-03-012 |
| 3.2 | Add a comment | TC-TI-9-03-013 |
| 3.2 | Close a ticket | TC-TI-9-03-014 |
| 3.2 | Ticket search and filter | TC-TI-9-03-015 |
| 3.2 | Tracking available on web and mobile | TC-TI-9-03-016 |
| 3.2 | Tracking event logging (commented, closed) | TC-TI-9-03-017 |
| 3.2 | Audit logging of the ticket status tracking | TC-TI-9-03-018 |
| 3.2 | Rule: A closed ticket can be reopened within the window. | TC-TI-9-03-010 |
| 3.2 | Rule: A status change notifies the Institute. | TC-TI-9-03-011 |
| 3.2 | Rule: Tracking events (commented, closed) are logged with the account and the timestamp. | TC-TI-9-03-012 |
| 3.2 | Rule: The ticket status tracking is audit-logged with the account and the timestamp. | TC-TI-9-03-013 |
| 3.3 | Support history | TC-TI-9-03-019 |
| 3.3 | Resolved tickets shown | TC-TI-9-03-020 |
| 3.3 | Resolution times shown | TC-TI-9-03-021 |
| 3.3 | Rate a resolved ticket | TC-TI-9-03-022 |
| 3.3 | Satisfaction ratings shown | TC-TI-9-03-023 |
| 3.3 | Support summary over time | TC-TI-9-03-024 |
| 3.3 | History available on web and mobile | TC-TI-9-03-025 |
| 3.3 | History event logging (rated) | TC-TI-9-03-026 |
| 3.3 | Audit logging of the support history and satisfaction | TC-TI-9-03-027 |
| 3.3 | Rule: A rating is given once per resolved ticket. | TC-TI-9-03-019 |
| 3.3 | Rule: The summary is shown over the selected period. | TC-TI-9-03-020 |
| 3.3 | Rule: History events (rated) are logged with the account and the timestamp. | TC-TI-9-03-021 |
| 3.3 | Rule: The support history and satisfaction is audit-logged with the account and the timestamp. | TC-TI-9-03-022 |

## 3.1 SLA Tiers & Response Times

### TC-TI-9-03-001 — SLA tiers view
**Type:** Positive
**Covers:** 3.1 → SLA tiers view; Rule: A missed SLA target triggers the remedy.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: SLA tiers view.
2. Observe the result and verify the full behavior: SLA tiers view.
**Expected Result:** SLA tiers view — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-03-002 — Response targets per priority
**Type:** Positive
**Covers:** 3.1 → Response targets per priority; Rule: The SLA clock pauses for pending customer input.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Response targets per priority.
2. Observe the result and verify the full behavior: Response targets per priority.
**Expected Result:** Response targets per priority — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-003 — Resolution targets per priority
**Type:** Positive
**Covers:** 3.1 → Resolution targets per priority; Rule: SLA events (viewed) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Resolution targets per priority.
2. Observe the result and verify the full behavior: Resolution targets per priority.
**Expected Result:** Resolution targets per priority — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-004 — Current SLA status for open tickets
**Type:** Positive
**Covers:** 3.1 → Current SLA status for open tickets; Rule: The support SLA tiers and response times is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Current SLA status for open tickets.
2. Observe the result and verify the full behavior: Current SLA status for open tickets.
**Expected Result:** Current SLA status for open tickets — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-005 — SLA credits shown
**Type:** Positive
**Covers:** 3.1 → SLA credits shown
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: SLA credits shown.
2. Observe the result and verify the full behavior: SLA credits shown.
**Expected Result:** SLA credits shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-006 — SLA history
**Type:** Positive
**Covers:** 3.1 → SLA history
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: SLA history.
2. Observe the result and verify the full behavior: SLA history.
**Expected Result:** SLA history — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-007 — SLA available on web and mobile
**Type:** Positive
**Covers:** 3.1 → SLA available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: SLA available on web and mobile.
2. Observe the result and verify the full behavior: SLA available on web and mobile.
**Expected Result:** SLA available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-008 — SLA event logging (viewed)
**Type:** Positive
**Covers:** 3.1 → SLA event logging (viewed)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: SLA event logging (viewed).
2. Observe the result and verify the full behavior: SLA event logging (viewed).
**Expected Result:** SLA event logging (viewed) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-009 — Audit logging of the support SLA tiers and response times
**Type:** Positive
**Covers:** 3.1 → Audit logging of the support SLA tiers and response times
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the support SLA tiers and response times action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The support SLA tiers and response times action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical


## 3.2 Ticket Status Tracking

### TC-TI-9-03-010 — Ticket list with status
**Type:** Positive
**Covers:** 3.2 → Ticket list with status; Rule: A closed ticket can be reopened within the window.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Ticket list with status.
2. Observe the result and verify the full behavior: Ticket list with status.
**Expected Result:** Ticket list with status — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-03-011 — Status timeline per ticket
**Type:** Positive
**Covers:** 3.2 → Status timeline per ticket; Rule: A status change notifies the Institute.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Status timeline per ticket.
2. Observe the result and verify the full behavior: Status timeline per ticket.
**Expected Result:** Status timeline per ticket — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-012 — Support responses shown
**Type:** Positive
**Covers:** 3.2 → Support responses shown; Rule: Tracking events (commented, closed) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Support responses shown.
2. Observe the result and verify the full behavior: Support responses shown.
**Expected Result:** Support responses shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-013 — Add a comment
**Type:** Positive
**Covers:** 3.2 → Add a comment; Rule: The ticket status tracking is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Add a comment.
2. Observe the result and verify the full behavior: Add a comment.
**Expected Result:** Add a comment — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-014 — Close a ticket
**Type:** Positive
**Covers:** 3.2 → Close a ticket
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Close a ticket.
2. Observe the result and verify the full behavior: Close a ticket.
**Expected Result:** Close a ticket — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-015 — Ticket search and filter
**Type:** Positive
**Covers:** 3.2 → Ticket search and filter
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Ticket search and filter.
2. Observe the result and verify the full behavior: Ticket search and filter.
**Expected Result:** Ticket search and filter — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-016 — Tracking available on web and mobile
**Type:** Positive
**Covers:** 3.2 → Tracking available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tracking available on web and mobile.
2. Observe the result and verify the full behavior: Tracking available on web and mobile.
**Expected Result:** Tracking available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-017 — Tracking event logging (commented, closed)
**Type:** Positive
**Covers:** 3.2 → Tracking event logging (commented, closed)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Tracking event logging (commented, closed).
2. Observe the result and verify the full behavior: Tracking event logging (commented, closed).
**Expected Result:** Tracking event logging (commented, closed) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-018 — Audit logging of the ticket status tracking
**Type:** Positive
**Covers:** 3.2 → Audit logging of the ticket status tracking
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the ticket status tracking action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The ticket status tracking action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical


## 3.3 Support History & Satisfaction

### TC-TI-9-03-019 — Support history
**Type:** Positive
**Covers:** 3.3 → Support history; Rule: A rating is given once per resolved ticket.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Support history.
2. Observe the result and verify the full behavior: Support history.
**Expected Result:** Support history — delivered exactly as documented.
**Priority:** Critical

### TC-TI-9-03-020 — Resolved tickets shown
**Type:** Positive
**Covers:** 3.3 → Resolved tickets shown; Rule: The summary is shown over the selected period.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Resolved tickets shown.
2. Observe the result and verify the full behavior: Resolved tickets shown.
**Expected Result:** Resolved tickets shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-021 — Resolution times shown
**Type:** Positive
**Covers:** 3.3 → Resolution times shown; Rule: History events (rated) are logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Resolution times shown.
2. Observe the result and verify the full behavior: Resolution times shown.
**Expected Result:** Resolution times shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-022 — Rate a resolved ticket
**Type:** Positive
**Covers:** 3.3 → Rate a resolved ticket; Rule: The support history and satisfaction is audit-logged with the account and the timestamp.
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Rate a resolved ticket.
2. Observe the result and verify the full behavior: Rate a resolved ticket.
**Expected Result:** Rate a resolved ticket — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-023 — Satisfaction ratings shown
**Type:** Positive
**Covers:** 3.3 → Satisfaction ratings shown
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Satisfaction ratings shown.
2. Observe the result and verify the full behavior: Satisfaction ratings shown.
**Expected Result:** Satisfaction ratings shown — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-024 — Support summary over time
**Type:** Positive
**Covers:** 3.3 → Support summary over time
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: Support summary over time.
2. Observe the result and verify the full behavior: Support summary over time.
**Expected Result:** Support summary over time — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-025 — History available on web and mobile
**Type:** Positive
**Covers:** 3.3 → History available on web and mobile
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: History available on web and mobile.
2. Observe the result and verify the full behavior: History available on web and mobile.
**Expected Result:** History available on web and mobile — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-026 — History event logging (rated)
**Type:** Positive
**Covers:** 3.3 → History event logging (rated)
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, set up the precondition and perform: History event logging (rated).
2. Observe the result and verify the full behavior: History event logging (rated).
**Expected Result:** History event logging (rated) — delivered exactly as documented.
**Priority:** High

### TC-TI-9-03-027 — Audit logging of the support history and satisfaction
**Type:** Positive
**Covers:** 3.3 → Audit logging of the support history and satisfaction
**Preconditions:** A Training Institute account is active and the Training Institute is in the state required for this behavior.
**Steps:**
1. As a Training Institute, perform the support history and satisfaction action.
2. Open the audit log and verify the entry for the action.
**Expected Result:** The support history and satisfaction action is recorded in the audit log with the account and the timestamp.
**Priority:** Critical