Define external routing test implementation

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.

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.