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ServiceNow Test CasesPre conditionExpected ResultActual ResultPost conditionPass/FailTest Owner
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Verify that new incidents can be created and submitted successfully.
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Verify that the incident form includes all required fields.
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Verify that the incident form is properly formatted and easy to read.
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Verify that incident updates can be added and viewed by authorized users.
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Verify that incident prioritization can be changed by authorized users.
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Verify that incident assignments can be changed by authorized users.
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Verify that incident status can be changed by authorized users.
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Verify that incident notes can be added and viewed by authorized users.
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Verify that incident attachments can be added and viewed by authorized users.
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Verify that incident history can be viewed by authorized users.
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Verify that incident reports can be generated by authorized users.
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Verify that incident search functionality works as expected.
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Verify that incident filtering and sorting options work as expected.
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Verify that incident escalations are handled properly.
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Verify that incident closures are handled properly.
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Verify that incident reopening is possible for authorized users.
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Verify that problem management functionality is properly integrated.
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Verify that change management functionality is properly integrated.
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Verify that knowledge management functionality is properly integrated.
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Verify that service catalog functionality is properly integrated.
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Verify that service level management functionality is properly integrated.
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Verify that performance analytics are correctly integrated.
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Verify that the system can handle a high volume of incidents.
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Verify that incident data is properly secured and protected.
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Verify that incident data is properly backed up.
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Verify that incident data can be easily restored in case of a system failure.
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Verify that user roles and permissions are correctly configured.
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Verify that user accounts can be created and managed by authorized users.
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Verify that authorized users can reset user passwords.
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Verify that user access can be revoked by authorized users.
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Verify that the system can integrate with other IT systems.
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Verify that system upgrades can be performed without disrupting service.
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Verify that system backups can be performed without disrupting service.
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Verify that system monitoring is appropriately configured.
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Verify that system notifications are properly configured.
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Verify that system logging is properly configured.
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Verify that system performance is meeting expectations.
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Verify that system scalability is meeting expectations.
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Verify that system availability is meeting expectations.
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Verify that system security is meeting expectations.
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Verify that system accessibility is meeting expectations.
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Verify that system usability is meeting expectations.
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Verify that system reliability is meeting expectations.
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Verify that system maintainability is meeting expectations.
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Verify that system recoverability is meeting expectations.
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Verify that system testability is meeting expectations.
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Verify that system portability is meeting expectations.
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Verify that system adaptability is meeting expectations.
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Verify that system functionality is meeting expectations.
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Verify that system performance is meeting SLAs.
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