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Best Practices for testing your Upgrade site when User Acceptance Testing (UAT) begins
Answer ID 8643   |   Last Review Date 02/13/2020

How do I test the Upgrade site provided to me for User Acceptance Testing (UAT)?

Environment:

User Acceptance Testing (UAT) for Oracle Service Cloud User Interface (Agent Console) and End-User Pages (Customer Portal) in an Upgrade site

Resolution:

This answer summarizes the Best Practices recommended by Oracle for User Acceptance Testing (UAT) during an update project with the Oracle Service Cloud product. 

Auto Update Program (AUP) 
Getting ready to test

1) In the time leading up to the start of the User Acceptance Testing (UAT) phase of your update project, work with your internal IT department to setup any needed test servers or test harnesses to facilitate thorough end-to-end testing of all your customizations and workflow using the Upgrade site. (Remember: The URL will be different for the Upgrade site than for your Production site.) Also, be sure the proper whitelistings are in-place in your firewalls, to allow these connections to open without issues. (Review the Oracle Service Cloud Infrastructure Requirements documents and reference the Network Requirements section for guidance.)

2) Ensure that your user's workstations are prepared for the update by reviewing the Workstation Requirements section of the Oracle Service Cloud Infrastructure Requirements document.

3) Review the Product Documentation and Release Notes for your targeted Oracle Service Cloud release, so you are aware of any product changes that may impact how you use the product.

4) If you are using the Pass-Through Authentication (PTA) feature or the Single Sign-On (SSO) feature, you may want or need to work around this security to test the Upgrade site. Please review Testing Single Sign-On (SSO) with Upgrade, Clone or Test site and Testing customer portal end-user PTA with Upgrade, Clone or Test site.

5) Your team should carefully review the Update Guide for your targeted Service Cloud release, to become familiar with how to prepare/perform testing in the Upgrade site (ex. activating mailboxes, enabling CRONs, etc.).

6) Before UAT begins, carefully document the steps for each business critical workflow. This will make verification easier during UAT and, can be used for your next update as well, if the workflow hasn't changed.

Best practices for testing:
1) Test the Upgrade site as if it were your Production site. Verify any business critical workflows to include e-mail, custom processes and CRON jobs, to ensure these perform as expected.

2) For e-mail testing, set up mailboxes on the Upgrade site for incoming and outgoing e-mail (i.e. if part of your business process flow). Refer to Answer ID 2145: Testing email responses from the upgrade site for steps to do this.

3) Be sure to test your external integrations and desktop deployments. In particular, test any Add-In functionality thoroughly to make sure add-ins operate the same way they do on the production site. These areas are extremely important to test since they usually involve systems outside the Oracle Service Cloud product. Additionally, verify all integrations using the Connect Common Object Model (CCOM). Verify that the coding within the integration specifies the version of CCOM being used in the call. If the version is not declared in the code, newer product releases will default to the latest version of CCOM available in the product.

4) Verify any end-user pages displayed through an iFrame will still display properly from the Upgrade site. This will require some manipulation on your part to pull the page from the Upgrade site rather than from your Production site.

5) Report any problems or questions to Oracle through our Ask Technical Support link on our support pages.  By being in the Auto Update Program, all customizations on your site should be built using our managed frameworks. Therefore, Technical Support will address any questions that might arise during your testing. (If there is a technical issue that will impact the update cutover of your site, you can Reschedule the Cutover Date to allow time to resolve the issue.)

6) When submitting new service requests to Oracle Service Cloud Technical Support during your (UAT) testing, be sure to provide very detailed replication steps, including screen shots, to enable speedier resolution to your issues.

7) Depending on the level of customization to your site, you may want to review, the changes related to the new release of our product that may impact your site's functionality. The Service Update Notifications report (SUN) available once the Upgrade site is ready for you, describes changes to the product that may result in different behavior with the new release and includes any items that may have been deprecated from the product.

8) File Sync was enabled for all sites participating in the Auto Update Program (AUP) and updating to version 17D (November 2017) or newer, to reduce the change freeze duration for Customer Portal and custom PHP.  File Sync allows PHP changes to be made on the production site until 8 hours before cutover. At the 8-hour period leading up to the cutover, files are synced from the production site to the Upgrade site so the PHP changes are not lost when cutover takes place.  See Answer ID 9638: File Sync for Oracle Service Cloud Update for more information.


 Legacy update project
Getting ready to test

1) In the time leading up to the start of the User Acceptance Testing (UAT) phase of your update project, work with your internal IT department to setup any needed test servers or test harnesses to facilitate thorough end-to-end testing of all your customizations and workflow using the Upgrade site. (Remember: The URL will be different for the Upgrade site than for your Production site.) Also, be sure the proper whitelistings are in-place in your firewalls, to allow these connections to open without issues. (Review the Oracle Service Cloud Infrastructure Requirements documents and reference the Network Requirements section for guidance.)

2) Ensure that your user's workstations are prepared for the update by reviewing the Workstation Requirements section of the Oracle Service Cloud Infrastructure Requirements document.

3) Review other relevant Product Documentation and Release Notes for your targeted Oracle Service Cloud release, so you are aware of any product changes that may impact how you use the product.

4) If you are using the Pass-Through Authentication (PTA) feature or the Single Sign-On (SSO) feature, you may want need to work around this security to test the Upgrade site. Please review Testing Single Sign-On (SSO) with Upgrade, Clone or Test site and Testing customer portal end-user PTA with Upgrade, Clone or Test site.

5) Your team should carefully review the Update Guide for your targeted Service Cloud release, to become familiar with how to prepare/perform testing in the Upgrade site (ex. activating mailboxes, enabling CRONs, etc.).

6) Before UAT begins, carefully document the steps for each business critical workflow. This will make verification easier during UAT and, can be used for your next update as well, if the workflow hasn't changed.

Best practices for testing:
1) Test the Upgrade site as if it were your Production site. Verify any business critical workflows to include e-mail, custom processes and CRON jobs, to ensure these perform as expected.

2) For e-mail testing, set up mailboxes on the Upgrade site for incoming and outgoing e-mail (i.e. if part of your business process flow). Refer to Answer ID 2145: Testing email responses from the upgrade site for steps to do this.

3) Be sure to test your external integrations and desktop deployments. In particular, test any Add-In functionality thoroughly
to make sure add-ins operate the same way they do on the production site. These areas are extremely important to test since they usually involve systems outside the Oracle Service Cloud product. Oracle may be unable to fully test each area end-to-end, due to our being outside your network.  Additionally, verify any integrations using the Connect Common Object Model (CCOM). Verify that the coding within the integration specifies the version of CCOM being used in the call. If the version is not declared in the code, newer product releases will default to the latest version of CCOM available in the product.

4) Verify any end-user pages displayed through an iFrame will still display properly from the Upgrade site. This will require some manipulation on your part to pull the page from the Upgrade site rather than from your Production site. This is something Oracle cannot test.

5) Test early in order to avoid any delays to your project schedule due to issue resolution.

6) We do count on your expertise, through your day-to-day usage of the site, as another level of quality assurance. Your users are the experts on your site and how it should function therefore, by your thorough UAT testing, risk of potential issues arising post-cutover are minimized.

7) Report any problems or questions to Oracle through our Ask Technical Support link on our support pages.  Be sure to CC your Technical Migration Manager (TMM), if you have one assigned, so they are aware of the issue you open and can review it for any custom-code related problems.  Remember:  Oracle's Technical Support responds to all product related issues (including customizations to the core product) and Update Engineering will respond to custom-code related issues (custom PHP code, scripting, etc).

8) When submitting new service requests to Oracle Service Cloud Technical Support during your (UAT) testing, be sure to provide very detailed replication steps, including screen shots, to enable speedier resolution to your issues.

9) Depending on the level of customization to your site, you may want to review the changes related to the new release of our product that may impact your site's functionality. The Service Update Notifications report (SUN), available once the Upgrade site is ready for you, describes changes to the product that may result in different behavior with the new release and includes any items that may have been deprecated from the product.

10) Be sure to enforce the code-freeze during the course of the update project.  (Remember: Changes made to your Production site do not appear in the Upgrade site and could cause a site-down situation at the time of your production cutover. Take the time to review Changes Carried Forward at Cutover, if you have questions during the update project.)

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