AutomatePRO – FAQs

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Why use AutoTest login model block persona instead of ServiceNow log in & impersonate?

This approach provides greater test flexibility with more reliable and reusable tests.

Using a login model block ensures:

  1. Consistency: Automates persona-specific access across all tests, avoiding manual errors.
  2. Scalability: Reusable blocks save time when testing workflows with different roles or personas.
  3. Auditability: Tracks which persona performed specific actions during the test.
  4. Accuracy: Ensures the test replicates real-world scenarios where different personas log in separately, rather than impersonating another user.
Why start with manual foundations it takes so long, can't I just use AI?

Manual processes teach you troubleshooting, which is essential for creating accurate and adaptable automated tests. AI can accelerate testing, but it relies on your foundational knowledge of the workflow and how to handle exceptions.

What types of actions create the best Model Blocks for reuse in AutomatePro?

Reusable Model Blocks that fit the following criteria help AutoTest Users as a whole save time, ensure consistency, and simplify test construction and maintenance.

  • Login Actions: Role-specific login blocks (e.g., ITIL user, requestor, fulfiller) for persona-based workflows.
  • Record Creation: Blocks for creating standard ServiceNow records (e.g., incidents, requests, or change requests).
  • Field Validations: Reusable steps to validate mandatory fields, default values, or read-only states.
  • Navigation Steps: Blocks for navigating to specific modules or forms using the ServiceNow filter navigator.
  • State Transitions: Steps to move records through lifecycle states (e.g., Open to Resolved).
  • Common Updates: Blocks for updating fields like assignment groups, priorities, or short descriptions.

Tips:

  • Focus on workflows that apply to multiple personas or use cases.
  • Keep Model Blocks modular and flexible with dynamic variables to handle varying data.
  • Regularly review and update blocks to align with changing workflows or new requirements.

 

What is the purpose of dynamic variables?

Dynamic variables store values, such as a Caller or Incident Number, during test runs and adapt test steps to reflect changing data in real-time.

How They’re Used:

  • Example 1: In an automated test for incident creation, a dynamic variable captures the incident number from a newly created record. This value is then reused to validate related actions, such as assigning the incident or linking it to a problem.
  • Example 2: While testing Service Catalog items, dynamic variables can store unique request IDs, ensuring that subsequent steps like approval workflows or status checks reference the correct data.
What is the process for requesting time off?
  1. Access our Time Off Request form.
  2. Fill out the form, including your desired dates and any relevant notes.
  3. Submit the form to your manager for approval.
What is the difference between a Technical Report and a Guided Tour?

AutoDocument leverages the steps and results from test cases to automatically generate documentation tailored to specific purposes.

  • Efficiency: One test run can produce both outputs, eliminating redundant work.
  • Consistency: Ensures alignment between technical compliance documentation and user-facing resources.
  • Scalability: Supports quick updates across both formats as workflows or systems change.

By catering to two distinct audiences, AutoDocument maximizes the utility of test documentation, reducing effort and enhancing usability.  It repurposes the same underlying test information to create distinct outputs:

1. Technical Report:  Designed for audits, compliance, and technical analysis. Provides a comprehensive, detailed account of system workflows, configurations, and interactions tested.

  • Includes step-by-step descriptions of processes validated.
  • Documents technical settings, parameters, and system behaviors.
  • Focuses on precision and thoroughness for review by technical teams, auditors, or compliance officers.
  • Use Case: When ensuring regulatory adherence or analyzing technical integrity.

2. Guided Tour: Focused on user enablement and training. Offers a simplified, visually oriented, and editable step-by-step guide based on the same test workflows.

  • Screenshots of key steps with annotations.
  • Instructions designed for end-users, testers, or support teams to understand and navigate tasks.
  • Simplified language and interactive elements for accessibility.
  • Use Case: When creating training materials, onboarding resources, or self-service user guides.

 

What is a wait override or override timeout, and why would I use it?

A wait override or override timeout sets custom wait times for specific test steps to account for delays in system response or page loading.

When to Use:

  • Slow-Loading Pages: If a step fails because the page takes longer to load than the default wait time.
  • Dependent Actions: When an action relies on the completion of a prior step, such as submitting a form or processing data.

How to Use:

  1. Open the test step requiring additional wait time.
  2. Locate the Override Timeout setting in the step’s configuration tab.
  3. Adjust the wait duration (e.g., increase it to 30,000 milliseconds for a slower response).

By customizing wait times, you ensure tests run smoothly and avoid false failures caused by system latency.

What different types of automated documents can be produced from our tests?

AutoDoc uses completed test runs to offer a variety of different documents for business value that streamline processes, improve communication, and ensure consistency across technical and operational teams. Here are a few:

utomatePro can produce a variety of automated documents for different purposes:

  1. Test Reports: Detailed documentation of test runs, including execution results, pass/fail statuses, and timestamps.
  2. User Guides: Step-by-step guides with screenshots and explanations for workflows and processes tested.
  3. Knowledge Articles: Export test results directly to ServiceNow Knowledge for end-user support and self-service.
  4. Compliance and Audit Reports: Documentation to demonstrate adherence to standards, regulatory requirements, and testing policies.
  5. Process Guides: Visual and textual documentation of workflows validated during testing for operational reference.
  6. Guided Tours: Interactive user guides generated from tests to assist end-users in performing tasks in ServiceNow.
  7. Defect Reports: Summaries of failed test steps for QA teams, aiding in defect tracking and resolution.
  8. Technical Design Documents/Technical Reports: Detailed technical descriptions of workflows, configurations, and system interactions validated during testing.
What are the steps to submit a purchase order?

Here's the process to submit a purchase order:

  1. Fill out the purchase order form.
  2. Obtain the necessary approvals from your manager or department head.
  3. Submit the approved purchase order to the procurement team.

What are the immediate benefits of AutomatePro compared to manual testing?

These statistics are based on industry averages and may vary depending on specific use cases. However here is a rough order of benefits from transitioning from manual testing to AutomatePro:

  1. Reusable Test Components:  Save time by reusing steps like logins or record creation.  Reduces test setup time by approximately 50%.
  2. Faster Test Execution: Automated tests run quicker and are repeatable, compared to manual ones. Speeds up issue detection and validation by up to 70%.
  3. Automated Documentation:  Easy button automatic documentation uses test instructions to create instructions and highlighted screenshots in Knowledge articles, user guides, or tours.  Cuts documentation time by around 60%.
  4. Reduced Human Error: Ensures consistent, and consistently improvable test coverage, minimizing missed steps.  Increases test coverage and decreases production incidents due to testing errors by approximately 40%.
  5. Improved Efficiency: Deliver reliable software faster with less effort. Enhances overall testing efficiency by up to 65%.

 

What are my options if I frequently use an action step that doesn’t have a model block?

Choose the approach that best fits how often and widely the action step is used.  There are often many ways to get things done better.   Here are a few:

  • Copy and Reuse the Action Step: Open the test with the action step, copy it, and paste it into other tests where it’s needed.
  • Duplicate the Test: Make a copy of the entire test that includes the action step. Rename the test, then add, modify, or remove other steps as needed.
  • Create a Custom Reusable Step: Turn the action step into a reusable component within AutomatePro for consistent use across multiple tests.
  • Consult your AutomatePro Support Admins: If the action step is used frequently, ask the support team to create a model block for more streamlined testing.
What are model blocks, and why are they important?

Model blocks are reusable sets of test steps that standardize repetitive actions, like logging in or creating incidents.

If it takes so long to build a single test from scratch, is it worth converting all my tests?

Yes, converting your tests is worth the effort. Converting to automation saves time, reduces errors, and increases test coverage. Automated tests can be reused forever, once written, with no extra effort, speeding up future releases. This leads to faster cycles, lower testing costs, and more reliable results, boosting productivity and freeing up resources.

How does creating and using model blocks save time?

Creating a Library of reusable Model Blocks are a powerful way to streamline testing while boosting reliability and speed for all users of your AutomatePro Test Library.

  • Efficiency: Drastically reduces test construction time.
  • Consistency: Ensures uniform workflows and fewer errors.
  • Scalability: Supports growth with reusable, flexible test components.

Here is a rough estimate of time savings by type of Model Block.

  1. Login Actions: Save ~50% time on persona-based workflows by using pre-built role-specific login blocks.
  2. Record Creation: Save ~60% on creating standard records like incidents or requests.
  3. Field Validations: Save ~70% by reusing steps for mandatory fields, default values, and read-only checks.
  4. Navigation Steps: Save ~40% by automating navigation to specific modules or forms.
  5. State Transitions: Save ~50% when moving records through lifecycle states.
  6. Common Updates: Save ~60% on frequent updates like assignment groups or priorities.
How do I split the windows screen to compare manual versus automated views?

Press the Windows key + Left or Right arrow to quickly snap your windows side-by-side. This makes it easy to view manual steps alongside automated processes for seamless comparison.

How do I save a field, like Incident Number, for other tests?

Use the Store Dynamic Value action to capture the field (e.g., Incident Number). Name it clearly and reference it in future tests. Verify in the Test Run Viewer to ensure accuracy.

During an automated incident creation test:

  • Capture the generated Incident Number using a Store Dynamic Value action.
  • Use this number in a subsequent test to verify that the incident is resolved or linked to a problem.

This method ensures consistency across tests and eliminates the need to hard-code values, making your test suite more adaptable and reusable.

How do I manage "Action Timed Out" impacting my test run?

This can be due to a number of factors. Here are some steps to troubleshoot most common handle page load delays and prevent timeouts.  Follow these steps to address timeouts:

  1. Add Wait Actions: Include a Wait Action step before the delayed step that was failing to give the system time "to catch up".
  2. Adjust Timeout Settings: Increase the Override Timeout for the step.
  3. Validate Elements: Use Validate Form or Field Exists to confirm elements load.
  4. Check Network Speeds: Ensure no connectivity issues are slowing down the test.
  5. Manually Debug: Run the test manually to identify delays.
  6. Use Conditional Waits: Add waits triggered by specific conditions, like element visibility.

 

How do I find existing model blocks?

View available Model Blocks from the Test Case Editor where there are filters and improved search criteria.  Alternatively view the list view Manage Blocks option in AutomatePro and search with keywords.

How do I convert my knowledge of ServiceNow Navigation to directions in AutoTest?

When working with AutoTest, understanding the terminology and components of the ServiceNow browser is essential for navigating, defining actions, and validating steps. Here's how the common ServiceNow navigation components are recognized:

  • Hamburger Menu: Known as the Application Navigator in AutoTest, expands the app menu.
  • Filter Menu: Referred to as the Filter Navigator, used to search apps or modules.
  • Lists from Filter Menu: Accessed via Select Record from a List for global lists or modules.
  • User Profile (Right Side): Includes profile settings, impersonation, notifications, and help options.
  • Notifications/Help/Ellipses: Actions like viewing notifications or accessing help are linked to these features.

Tips:

  • Use Filter Navigator for precise navigation.
  • Choose Select Record from a List for standalone records or Select Record from a Related List for linked records.
  • Validate UI elements like profile settings or notifications for accuracy.
How can I identify customized ServiceNow elements not selectable/visible in AutoTest?

Follow these steps, starting in ServiceNow navigate to the field in your "Manual Test Browser" View.

  1. Find the sys-ID in ServiceNow: Right-click the field or button in ServiceNow.
    • Select Inspect Element or Configure Dictionary.
    • Locate the sys-ID (a unique identifier, often alphanumeric).
  2. Copy the sys-ID:  Highlight the sys-ID and copy it (Ctrl+C or Command+C).

In AutomatePro navigate to the test step in your "AutoTest Browser" View. 

  1. Navigate to paste the sys-ID in AutoTest: Go to your AutoTest Test View.
    • In the relevant test step, open the Field Selector or input field where the target element is defined.
    • Paste the sys-ID (Ctrl+V or Command+V) into the appropriate field.
  2. Validate the Test Step: Run a quick test to ensure the sys-ID links to the correct element in ServiceNow.
  3. Save the Test Step: Once confirmed, save the updated step to ensure it uses the sys-ID for future runs.
How can I debug failed test steps in AutomatePro?
  1. Use the Test Run Viewer to locate failed steps.
  2. Navigate to each defect, looking at the screen shot, action, and outcomes, with the defect report to get an understanding of the cause.
  3. Review the "Expected Result" field to identify discrepancies.
How can I copy an existing test and edit the duplicate while keeping the original unchanged?

The best way is to use the Clone feature in AutomatePro:

  1. Open the test plan you want to copy.
  2. Navigate to the Hamburger Menu (Additional Actions Menu) and select Clone.
  3. Rename the cloned test plan to differentiate it from the original and save it in the desired folder.
  4. Edit the cloned version to update steps, dynamic variables, or actions as needed.

This approach ensures the original test plan remains intact while allowing you to customize the duplicate for new scenarios.

Can I create and test multiple stories within a single test plan in AutomatePro AutoTest?

Yes, AutomatePro lets you test multiple stories in one plan using reusable Model Blocks, dynamic variables, and structured steps. For example:

  • Create and verify incidents/requests: Test workflows like converting a Service Catalog request into a Demand for review and approval.
  • Test with different personas: Simulate role-specific actions, such as a fulfiller closing an incident and reporting a knowledge gap, which is reviewed by another group.
  • Validate dependencies: Test linked workflows, like major incidents with related child incidents or problems tied to related incidents.

This approach ensures efficient, comprehensive testing.

Can I create an end-to-end test across ServiceNow products in AutomateTest?

Yes, you can create end-to-end tests across ServiceNow products using AutomatePro. Here are your options:

  1. AutoTest Module: Build comprehensive, automated tests for ServiceNow customizations and workflows without coding.
  2. Quickstart AI: Automatically generate test steps and validations by analyzing your ServiceNow setup.
  3. Custom Test Suites: Design tailored tests across multiple ServiceNow modules to ensure seamless integration and functionality.

AutomatePro Test tools make it easy to cover all aspects of your workflows efficiently.

Can I create a single test workflow with multiple personas in AutomatePro?

Yes, AutomatePro supports workflows with multiple personas. You can:

  1. Use persona-specific login blocks (e.g., Requester, Fulfiller).
  2. Switch personas mid-test by inserting the appropriate login block.
  3. Pass data dynamically (e.g., request numbers) between steps.
  4. Validate that each persona has the correct permissions for their tasks.

This ensures seamless testing across roles in a single workflow.

Can AutoTests results be used to accelerate documentation & other purposes?

AutoTest reports can be used to create Automated Documentation, reports, and guides with clear evidence of test coverage, successful outcomes.

AutoTest results are invaluable for audits and compliance because they document what was tested, how it was tested, and the results. Examples include:

  • Change Management Compliance: Validated evidence of test report that required fields, approvals, and processes are followed before changes are deployed.
  • Incident Closure Validation:  Ensure SLAs, mandatory resolution notes, and related problem tickets are properly linked and documented.
  • Regulatory Standards Adherence: Confirm that workflows align with external standards (e.g., GDPR, ISO 27001) by including automated checks in tests.
Which do I use, when, to “Select Record from List” & “Select Record from Related List”?

Standalone Record from a list or primary module or selecting records from a parent record to see all child related information.

    • "Select Record from a List"
      Use this to pick records from a standalone list or primary module.
      Examples:

      • Choosing a high-priority incident from the "All Incidents" list.
      • Selecting a problem ticket from "All Problems."
    • "Select Record from a Related List"
      Use this for records linked to a parent record.
      Examples:

      • Picking a child incident from the related incidents tab of a major incident.
      • Selecting a task from the tasks list within a change request.

    Quick Tip:

    • Navigate via a global or module list? Use "Select Record from a List."
    • Accessing records within a parent record? Use "Select Record from a Related List."
Where can I find templates for customer presentations?

We have a library of customer presentation templates within the Sales & Marketing section of our knowledge base.

Why does my test step fail even though the action seems to complete in the system?

This often happens when a page or element takes longer to load than the default wait time. For example, if you’re testing a form submission and the confirmation message doesn’t appear quickly enough, the test may fail.

To fix this, use a wait override:

  1. Open the failing test step.
  2. Set an Override Timeout to increase the wait duration (e.g., 30,000 milliseconds).
  3. Re-run the test to confirm the step now waits for the system response.

This ensures the test allows enough time for the system to complete actions without premature failures.

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