Ratepayer Portal — Help & Support Module Acceptance Tests¶
Test series: RPP-HLP-01 to RPP-HLP-10
Objective: Validate that a ratepayer can search the knowledge base, browse help articles and FAQs, view article details, find contact information, and submit a support ticket.
Execution ownership¶
Recommended owners: Ratepayer/Public Portal users; Customer Service observer
Prerequisites: A signed-in ratepayer with access to the Help page.
Execution control
Use approved UAT data only. Mask personal, authentication, and payment information in screenshots and attachments.
Feature overview¶
The Help & Support module at /help provides a self-service support centre:
- Browse Topics across five help categories with article details.
- FAQs with an accordion.
- Search across articles and FAQs.
- Contact Support with contact information and a support-ticket form.
- Video Tutorials placeholder.
Coverage summary¶
| Test ID | Feature | Scenario | Priority |
|---|---|---|---|
| RPP-HLP-01 | Help Center | Overview | Critical |
| RPP-HLP-02 | Help Center | Search | High |
| RPP-HLP-03 | Browse Topics | Category and article lists | High |
| RPP-HLP-04 | Article Details | Article detail view | High |
| RPP-HLP-05 | FAQ | Frequently asked questions | High |
| RPP-HLP-06 | Video Tutorials | Video tutorial placeholder | Medium |
| RPP-HLP-07 | Contact Support | Contact information | Medium |
| RPP-HLP-08 | Support Ticket | Submit support ticket | High |
| RPP-HLP-09 | Support Ticket | Validation | High |
| RPP-HLP-10 | Navigation | Help navigation flow | Medium |
Implementation observations requiring UAT confirmation¶
| Observation from implementation | Required validation |
|---|---|
| The support ticket form shows a success message but does not call a server API in the current build. | Confirm whether ticket submission is in scope. |
| The Video Tutorials tab shows a "Coming Soon" placeholder. | Confirm whether tutorials are expected in the release. |
| The quick links list (videos, API docs, support ticket) exists in the data but is not rendered on the Help page. | Confirm whether quick links are expected. |
| Help articles are rendered from local MDX content; no help data is fetched from a server. | Confirm the approved content source. |
RPP-HLP-01 — Help center overview¶
Feature overview¶
The Help page at /help opens with a search header and tabs for Browse Topics, FAQs, Video Tutorials, and Contact Support.
Preconditions
- A signed-in ratepayer.
| Field | Value |
|---|---|
| Priority | Critical |
| Test action | Open the Help page and review the layout. |
| Expected result | The header, search box, and tabs are shown. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Page header | 1. Open /help. |
"How can we help you?" and a search box are shown. | PASS |
|
| Tabs | 1. Inspect the tabs. | Browse Topics, FAQs, Video Tutorials, and Contact Support tabs are shown. | PASS |
|
| Browse Topics default | 1. Inspect the active tab. | Browse Topics is active with the category cards. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-02 — Help center search¶
Feature overview¶
The search box filters help categories, articles, and FAQs by keyword or tag as the user types.
Preconditions
- A signed-in ratepayer on the Help page.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Search for help content. |
| Expected result | Articles and FAQs are filtered by the search term. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Article search | 1. Type a keyword such as "payment". | Matching articles are shown in the topic lists. | PASS |
|
| FAQ search | 1. Switch to the FAQs tab and type a keyword. | Matching FAQs are shown. | PASS |
|
| Tag search | 1. Search by a known tag. | Articles with the tag are matched. | PASS |
|
| No results | 1. Search for an unknown term. | No articles or FAQs are returned. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-03 — Browse topics — category and article lists¶
Feature overview¶
The Browse Topics tab lists five categories; selecting one shows its articles.
Preconditions
- A signed-in ratepayer on the Help page.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Browse the help categories and article lists. |
| Expected result | Categories and their articles are shown with navigation back. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Category cards | 1. Inspect the Browse Topics cards. | Getting Started, Property Management, Billing & Payments, Reports & Analytics, and Settings & Configuration are shown. | PASS |
Each shows an article count. |
| Open category | 1. Click a category card. | The category's articles are listed with a Back button. | PASS |
|
| Back to topics | 1. Click Back in the article list. | The category list is shown again. | PASS |
|
| Open article | 1. Click an article in the list. | The article detail view opens. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-04 — Article details¶
Feature overview¶
The article detail view shows the article title, tags, read time, and the full article content.
Preconditions
- A signed-in ratepayer with a selected help article.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Open and read a help article. |
| Expected result | The article content renders correctly. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Article header | 1. Open an article. | Title, tags, and read time are shown. | PASS |
|
| Article content | 1. Read the article body. | Headings, paragraphs, and lists render from the article content. | PASS |
|
| Back to help center | 1. Click Back to Help Center. | The help centre is shown again. | PASS |
|
| Loading state | 1. Open an article and observe while content loads. | A loading indicator is shown while the article content loads. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-05 — FAQ¶
Feature overview¶
The FAQs tab shows frequently asked questions in an accordion, each tagged by category and filterable by search.
Preconditions
- A signed-in ratepayer on the Help page.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Browse and search the FAQs. |
| Expected result | FAQ answers are readable and searchable. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| FAQ list | 1. Open the FAQs tab. | The FAQ accordion is shown with category tags. | PASS |
|
| Expand answer | 1. Click an FAQ question. | The answer expands. | PASS |
|
| Accordion behaviour | 1. Open a second FAQ while one is open. | Only one FAQ is open at a time. | PASS |
|
| FAQ search | 1. Search within the FAQs tab. | Matching FAQs are shown. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-06 — Video tutorials¶
Feature overview¶
The Video Tutorials tab displays a "Coming Soon" placeholder.
Preconditions
- A signed-in ratepayer on the Help page.
| Field | Value |
|---|---|
| Priority | Medium |
| Test action | Open the Video Tutorials tab. |
| Expected result | The placeholder message is shown. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Video tutorials tab | 1. Open the Video Tutorials tab. | "Video Tutorials Coming Soon" is shown. | PASS |
See observations. |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-07 — Contact support¶
Feature overview¶
The Contact Support tab shows email, phone, and business hours, with copyable contact values.
Preconditions
- A signed-in ratepayer on the Help page.
| Field | Value |
|---|---|
| Priority | Medium |
| Test action | Review the contact information. |
| Expected result | Contact details are shown and copyable. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Contact information | 1. Open the Contact Support tab. | Email, phone, and business hours are shown. | PASS |
|
| Copy email | 1. Click the copy icon on the email. | The email is copied. | PASS |
|
| Copy phone | 1. Click the copy icon on the phone. | The phone number is copied. | PASS |
|
| Submit ticket button | 1. Inspect the ticket card. | A Create Support Ticket button is shown. | PASS |
See RPP-HLP-08. |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-08 — Submit support ticket¶
Feature overview¶
The support-ticket modal captures a subject, priority, category, and description, and submits a ticket.
Preconditions
- A signed-in ratepayer on the Contact Support tab.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Submit a support ticket. |
| Expected result | A success message is shown and the modal closes. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Open ticket form | 1. Click Create Support Ticket. | The support-ticket modal opens. | PASS |
|
| Complete and submit | 1. Enter subject, priority, category, and description, then click Submit Ticket. | "Support ticket submitted successfully!" is shown and the modal closes. | PASS |
No server API call in the current build; see observations. |
| Cancel | 1. Click Cancel. | The modal closes without submission. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-09 — Support ticket validation¶
Feature overview¶
The ticket form requires a subject, priority, category, and description.
Preconditions
- A signed-in ratepayer at the support-ticket modal.
| Field | Value |
|---|---|
| Priority | High |
| Test action | Submit the ticket with missing fields. |
| Expected result | Required-field errors are shown. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Missing subject | 1. Submit without a subject. | "Please enter a subject" error is shown. | PASS |
|
| Missing priority | 1. Submit without a priority. | "Please select priority" error is shown. | PASS |
|
| Missing category | 1. Submit without a category. | "Please select a category" error is shown. | PASS |
|
| Missing description | 1. Submit without a description. | "Please provide a description" error is shown. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.
RPP-HLP-10 — Help navigation flow¶
Feature overview¶
The Help page is reachable from the sidebar and the dashboard quick action, and its internal views navigate back and forth.
Preconditions
- A signed-in ratepayer.
| Field | Value |
|---|---|
| Priority | Medium |
| Test action | Navigate to and within the Help page. |
| Expected result | Navigation works in both directions. |
| Execution result | PASS |
| Evidence reference | Insert link or reference |
| Defect reference | Insert ID or None |
Test scenarios
| Scenario | Test steps | Expected result | Pass/Fail | Remarks |
|---|---|---|---|---|
| Sidebar navigation | 1. Click Help & Support in the sidebar. | The user is redirected to /help. |
PASS |
|
| Dashboard quick action | 1. On the dashboard, click Open on Help & Support. | The user is redirected to /help. |
PASS |
|
| Tab switching | 1. Switch between Browse Topics, FAQs, Video Tutorials, and Contact Support. | Each tab's content is shown. | PASS |
|
| Article back | 1. Open an article and click Back to Help Center. | The help centre is shown again. | PASS |
Tester notes
Record actual result, test data identifiers, device/browser/build, and any variance.