Phase 6 — End-to-End Validation

Outcome: A complete, demonstrable round-trip from "employee reports a problem" to "fulfiller resolves it." This validation demonstrates that the configured components work together across one complete incident journey.

1. Scenario A — Employee submits, fulfiller resolves
   1. Pilot Employee logs into the portal.
   2. Pilot Employee submits an incident (e.g., "Cannot access VPN").
   3. Confirm: incident appears in IT Fulfillers Queue with auto-assigned priority.
   4. The pilot fulfiller accepts the routed work or opens the assigned incident, depending on the configured routing method.
   5. The fulfiller applies and verifies the fix, records the resolution, and sets the appropriate lifecycle status.
   6. Confirm that the employee can retrieve the updated incident status or, if notifications are configured, receives the expected update.
2. Optional: Scenario B — Submit a Catalog Request (If Request Management Is in Scope)
   1. Pilot Employee opens the portal Service Catalog.
   2. Submits a standard service request (e.g., software access).
   3. Confirm: service request lands in the appropriate fulfillment queue.
3. Optional: Scenario C — Privileged employee triggers escalation (only if configured in Phase 4)
   1. A user assigned the Privileged User tag at access level ≥ escalation threshold submits an incident.
   2. Confirm: a banner displays on the incident record indicating prioritization.

Validation

• Scenario A passes. Run and validate the other scenarios only when their corresponding capabilities are included in the initial scope.
• Configured notifications are delivered through the expected channels.
• If Knowledge is in scope, at least one relevant Knowledge article—sample or customer-created—is findable from the Incident record.

Important

Common pitfalls

• No notification arrives: Possible causes include missing notification preferences or incomplete email, Slack, or Microsoft Teams configuration.
• Incident remains unassigned: Possible causes include an inactive assignment rule, unmatched rule criteria, or an incorrectly configured owner.