Define external routing test implementation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Define the External Routing Test Tools plugin [com.glide.awa.external.test_tools] with a simplified external-routing-provider sample Automated Test Framework (ATF) by using the demo data that is available with the plugin installation.

    To run the ExternalRoutingConfigurationTestTool, verify that you have:
    • Loaded the demo data for AWA, awa.external, and awa.external.test_tools.
    • Filled up the credentials in the AutomationUser in the sys_auth_profile_basic table.
    • Created the HTTP(s) Connection in sys_alias, ServiceNow_Basic record.
    You must open the ExternalRoutingConfigurationTestTool record and click Run Test to complete the actions of the External Routing test.
    Figure 1. External Routing Configuration Test
    Click Run Test after all the configuration and if the tests are successful then the connections and credentials are set up correctly.

    Functions of the External Routing Test Tools plugin (com.glide.awa.external.test_tools)

    When the External Routing Test Tools plugin (com.glide.awa.external.test_tools) is run, it validates if:
    • The Connection record is created in the HTTP(S) Connection [http_connection].
    • The Credentials are provided in the HTTP(S) Connection [http_connection].
    • The AWA_Queue record is updated successfully with the following values:
      • External = true
      • Provider = ServiceNow Demo
    • A record is successfully created in the Interaction [interaction] table with the following values:
      • Short description = Created from ATF test automation
      • State = New
      • Type = Chat
    • The record is automatically created in the Work Item.
    • The Server-Side Validation Script is run by passing the Work Item ID to the Workflow Studio and calling to the external third-party CCaaS provider.
    • The sys_flow_context ID is retrieved from the sys_flow_context execution.
    • The retrieved sys_flow_context ID provides the payload response.
    • The payload response belongs to the Work Item that you have created.
    • The Server-Side Validation Script is run to verify if the response is successful and then the payload is sent to the Manual Assignment REST API.
    • The authorization for credentials is configured in the Basic Auth Configuration [sys_auth_profile_basic] table.
    • An Agent is available in the User [sys_user] table to ascend the payload.
    • The Server-Side Validation Script is run to confirm that the Agent is available in the correct Service Channel.
    • The Manual Assignment REST API is called when the Agent is available.
    • The response status is successful and the response payload contains Manual Assignment successfully requested.
    • The AWA Work Item is successfully assigned to the Agent and is not in the queue state.
      Note:
      If the test fails at any step, the detailed information about where the configuration failed is provided to the user along with the solution to fix it.