of the tester's tasks is to look on the system through the
helpdesk's eyes, to check whether the interfaces of the system can
effectively resolve incidents according to SLA. Good resolution of the incident is not only to localize the error
in the system, but also to help the user solve his business problem,
find a workaround "here and now." Even in the case, then the cause of the problem is situated in the another system. Experience shows that this is often a weak point and requires the
involvement of developers to directly analyze the data and correct it
directly in the database.
Based on my experience, I will tell you what functions are useful in the system for the effective resolution of incidents of inter-system integration, as well as incidents related to processing of special business situations and deals not provided for in the system. I think the story will help listeners look at their system in terms of compliance with the SLA.