# HP OpenView Service Desk

## version 4.5
Test cases

October 2004

© Copyright 2004 Hewlett-Packard Development Company, L.P.

## Contents:

Test cases

## TEST CASES

Test case | 6537-6476-14237-1
Setup |

- Service Desk 4.5 service pack 11
- Remote updater service pack disabled
- Remote updater hot fix disabled

Goal | Apply hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Hot fix > Enabled
4. Click Install, then browse to and select the "ITSM00RU01.jar" hot fix.
5. Close the Service Desk client
6. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000001.

Test case | 6537-6476-14237-2
Setup |

- Situation test case 6537-6476-14237-1

Goal | Apply new hot fix over existing hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Click Install, then browse to and select the "ITSM00RU02.jar" hot fix.
4. Close the Service Desk client
5. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000002.

Test case | 6537-6476-14237-3
Setup |

- Situation test case 6537-6476-14237-2

Goal | Remove existing hot fix that was installed via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Uncheck Hot fix > Enabled
4. Click Ok when asked if you really want to uninstall the hot fix.
5. Close the Service Desk client
6. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should not contain ITSM000002.

Test case | 6537-6476-14237-4
Setup |

- Situation test case 6537-6476-14237-3

Goal | Result test case 6537-6476-14237-1 in order to check if hot fixes can be applied to an empty hot fix jar
Actions |

1. Redo test case 6537-6476-14237-1

Result | See test case 6537-6476-14237-1

Test case | 6537-6476-14237-5
Setup |

- Service Desk 4.5 service pack 11 build 1
- Remote updater service pack disabled
- Remote updater hot fix disabled

Goal | Apply service pack via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Service Pack > Enabled
4. Close the Service Desk client
5. Stop the Service Desk application server
6. Do NOT upgrade the client to Service Desk 4.5 service pack 11 build 2
7. Upgrade the application server to Service Desk 4.5 service pack 11 build 2
8. Upgrade the database Service Desk 4.5 service pack 11 build 2
9. Start the Service Desk application server
10. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1102 (SP11)

Test case | 6537-6476-14237-6
Setup |

- Situation test case 6537-6476-14237-5

Goal | Apply hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Hot fix > Enabled
4. Click Install, then browse to and select the "ITSM00RU01.jar" hot fix.
5. Close the Service Desk client
6. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000001.

Test case | 6537-6476-14237-7
Setup |

- Situation test case 6537-6476-14237-6

Goal | Apply new hot fix over existing hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Click Install, then browse to and select the "ITSM00RU02.jar" hot fix.
4. Close the Service Desk client
5. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000002.

Test case | 6537-6476-14237-8
Setup |

- Situation test case 6537-6476-14237-7

Goal | Remove existing hot fix that was installed via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Uncheck Hot fix > Enabled
4. Click Ok when asked if you really want to uninstall the hot fix.
5. Close the Service Desk client
6. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should not contain ITSM000002.

Test case | 6537-6476-14237-9
Setup |

- Situation test case 6537-6476-14237-8

Goal | Result test case 6537-6476-14237-6 in order to check if hot fixes can be applied to an empty hot fix jar
Actions |

1. Redo test case 6537-6476-14237-6

Result | See test case 6537-6476-14237-6

Test case | 6537-6476-14237-10
Setup |

- Situation test case 6537-6476-14237-9

Goal | Apply new service pack using normal patch mechanism whilst removing existing hot fix and service pack
Actions |

1. Close the Service Desk client
2. Stop the Service Desk application server
3. Upgrade the client to Service Desk 4.5 service pack 11 build 3
4. Upgrade the application server to Service Desk 4.5 service pack 11 build 3
5. Upgrade the database Service Desk 4.5 service pack 11 build 3
6. Start the Service Desk application server
7. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1103 (SP11)

Test case | 6537-6476-14237-11
Setup |

- Situation test case 6537-6476-14237-9

Goal | Apply service pack via the remote updater whilst removing existing hot fix and replacing existing service pack
Actions |

1. Close the Service Desk client
2. Stop the Service Desk application server
3. Do NOT upgrade the client to Service Desk 4.5 service pack 11 build 3
4. Upgrade the application server to Service Desk 4.5 service pack 11 build 3
5. Upgrade the database Service Desk 4.5 service pack 11 build 3
6. Start the Service Desk application server
7. Start a Service Desk client

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1103 (SP11)

Test case | 6537-6476-14237-12
Setup |

- Service Desk 4.5 service pack 11
- Remote updater service pack disabled
- Remote updater hot fix disabled

Goal | Apply hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Hot fix > Enabled
4. Click Install, then browse to and select the "ITSM00RU01.jar" hot fix.
5. Close the Service Desk client
6. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000001. The dataform service call screen should appear.

Test case | 6537-6476-14237-13
Setup |

- Situation test case 6537-6476-14237-12

Goal | Apply new hot fix over existing hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Click Install, then browse to and select the "ITSM00RU02.jar" hot fix.
4. Close the Service Desk client
5. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000002. The dataform service call screen should appear.

Test case | 6537-6476-14237-14
Setup |

- Situation test case 6537-6476-14237-13

Goal | Remove existing hot fix that was installed via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Uncheck Hot fix > Enabled
4. Click Ok when asked if you really want to uninstall the hot fix.
5. Close the Service Desk client
6. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should not contain ITSM000002. The dataform service call screen should appear.

Test case | 6537-6476-14237-15
Setup |

- Situation test case 6537-6476-14237-14

Goal | Result test case 6537-6476-14237-1 in order to check if hot fixes can be applied to an empty hot fix jar
Actions |

1. Redo test case 6537-6476-14237-12

Result | See test case 6537-6476-14237-12

Test case | 6537-6476-14237-16
Setup |

- Service Desk 4.5 service pack 11 build 1
- Remote updater service pack disabled
- Remote updater hot fix disabled

Goal | Apply service pack via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Service Pack > Enabled
4. Close the Service Desk client
5. Stop the Service Desk application server
6. Do NOT upgrade the client to Service Desk 4.5 service pack 11 build 2
7. Upgrade the application server to Service Desk 4.5 service pack 11 build 2
8. Upgrade the database Service Desk 4.5 service pack 11 build 2
9. Start the Service Desk application server
10. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1102 (SP11). The dataform service call screen should appear.

Test case | 6537-6476-14237-17
Setup |

- Situation test case 6537-6476-14237-16

Goal | Apply hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Check Hot fix > Enabled
4. Click Install, then browse to and select the "ITSM00RU01.jar" hot fix.
5. Close the Service Desk client
6. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000001. The dataform service call screen should appear.

Test case | 6537-6476-14237-18
Setup |

- Situation test case 6537-6476-14237-17

Goal | Apply new hot fix over existing hot fix via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Click Install, then browse to and select the "ITSM00RU02.jar" hot fix.
4. Close the Service Desk client
5. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain ITSM000002. The dataform service call screen should appear.

Test case | 6537-6476-14237-19
Setup |

- Situation test case 6537-6476-14237-18

Goal | Remove existing hot fix that was installed via the remote updater
Actions |

1. Start a Service Desk client
2. Tools > System > hp OpenView Service Desk > System Panel > General Settings > Remote Updater
3. Uncheck Hot fix > Enabled
4. Click Ok when asked if you really want to uninstall the hot fix.
5. Close the Service Desk client
6. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should not contain ITSM000002. The dataform service call screen should appear.

Test case | 6537-6476-14237-20
Setup |

- Situation test case 6537-6476-14237-19

Goal | Result test case 6537-6476-14237-17 in order to check if hot fixes can be applied to an empty hot fix jar
Actions |

1. Redo test case 6537-6476-14237-17

Result | See test case 6537-6476-14237-17

Test case | 6537-6476-14237-21
Setup |

- Situation test case 6537-6476-14237-20

Goal | Apply new service pack using normal patch mechanism whilst removing existing hot fix and service pack
Actions |

1. Close the Service Desk client
2. Stop the Service Desk application server
3. Upgrade the client to Service Desk 4.5 service pack 11 build 3
4. Upgrade the application server to Service Desk 4.5 service pack 11 build 3
5. Upgrade the database Service Desk 4.5 service pack 11 build 3
6. Start the Service Desk application server
7. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1103 (SP11). The dataform service call screen should appear.

Test case | 6537-6476-14237-22
Setup |

- Situation test case 6537-6476-14237-21

Goal | Apply service pack via the remote updater whilst removing existing hot fix and replacing existing service pack
Actions |

1. Close the Service Desk client
2. Stop the Service Desk application server
3. Do NOT upgrade the client to Service Desk 4.5 service pack 11 build 3
4. Upgrade the application server to Service Desk 4.5 service pack 11 build 3
5. Upgrade the database Service Desk 4.5 service pack 11 build 3
6. Start the Service Desk application server
7. Run sd_dataform "service call"

Result | During startup a message appears that a new update has been received and that the application needs to be restarted. The version in Help > About should contain 4.5.0588.1103 (SP11). The dataform service call screen should appear.

Test case | 6537-6476-14237-23
Setup |

- See unit tests 1-11

Goal | Run unit tests 1-11 using the /settings parameter
Actions |

1. Move(!) the existing /settings parameter located by default in:
   C:\Documents and Settings\<user name>\Application Data\Hewlett-Packard\OpenView\Service Desk
2. Instead of running the client without parameters, use the /settings parameter and point to the moved user_settings.xml location, for example:
3. sd_client "/settings=c:\temp\user_settings.xml"

Result | See unit tests 1-11

Test case | 6537-6476-14237-24
Setup |

- See unit tests 12-22

Goal | Run unit tests 12-22 using the /settings parameter
Actions |

1. Move(!) the existing /settings parameter located by default in:
   C:\Documents and Settings\<user name>\Application Data\Hewlett-Packard\OpenView\Service Desk
2. Instead of running sd_dataform without parameters, use the /settings parameter and point to the moved user_settings.xml location, for example:
3. sd_dataform "/settings=c:\temp\user_settings.xml" "service call"

Result | See unit tests 12-22