Persona Use & Administration: is a best practice; enabler for ServiceNow’s fast-paced demands in our post Xanadu AI feature rich capabilities. Changes in platform use demands test and documentation that explains the new features.

With 70% of software projects facing scope creep due to ineffective testing, implementing a structured approach to persona management can help streamline processes and boost productivity. In AutomatePro, personas serve as reusable models that represent specific user roles, ensuring that your testing accurately reflects real-world usage. This article explores how to effectively use and administer personas, and the Pitfalls of using ServiceNow Impersonation as an alternative. The goal is improving your testing framework and enabling your team to navigate challenges with ease.

Approaching Persona Use & Administration Support for new Users

The Importance of Personas in Testing

Personas provide a consistent way to simulate user behavior, enabling testers to execute tests that reflect the capabilities and limitations of different roles. By adopting personas, organizations can reduce variability in test outcomes, leading to more reliable and actionable results.

Statistics Highlighting the Need for Effective Persona Use

• 40% improvement in software quality when employing structured testing methodologies.
• 70% of software projects suffer from scope creep due to insufficient testing practices.
• Teams using personas experience a 30% reduction in testing time, allowing for quicker iterations and faster deployment.

Types of Personas

Understanding the types of personas that exist within ServiceNow is crucial for setting up effective testing scenarios. Below is a table outlining common personas in ServiceNow along with their corresponding roles and AutomatePro permission levels:

Persona Name	Role Type	ServiceNow Permissions	AutomatePro Permission Level
ITIL User	ITSM	itil	x-priit-itil-access
Change Manager	Change Management	change_manager	x-priit-change-manager-access
CAB Manager	Change Advisory Board	cab_manager	x-priit-cab-manager-access
Problem Manager	Problem Management	problem_manager	x-priit-problem-manager-access
Knowledge Manager	Knowledge Management	knowledge_manager	x-priit-knowledge-manager-access
Service Catalog	Service Catalog	catalog_manager	x-priit-catalog-manager-access
Demand Manager	Demand Management	demand_manager	x-priit-demand-manager-access
Resource Manager	Resource Management	resource_manager	x-priit-resource-manager-access
Project Manager	Project Management	project_manager	x-priit-project-manager-access
Idea Manager	Idea Management	idea_manager	x-priit-idea-manager-access
Agile Manager	Agile Management	agile_manager	x-priit-agile-manager-access
CMDB Manager	CMDB Management	cmdb_manager	x-priit-cmdb-manager-access
Asset Manager	Asset Management	asset_manager	x-priit-asset-manager-access
Time Sheets	Time Management	time_sheet_manager	x-priit-time-sheet-access
Vulnerability Response	Security Management	vulnerability_response	x-priit-vulnerability-response-access

Using Personas in Your Tests

Every test begins with a login, similar to manual testing. In AutomatePro, the process involves:

1. Logging into ServiceNow: Begin by logging into your ServiceNow instance.
2. Navigating to AutomatePro Classic Control Console: Access the AutomatePro environment.
3. Creating Your Test Case: Instead of manually creating a test case, you’ll log in as a persona.

Login Steps

The login can appear in different formats:

• Standalone Step: Look for a step labeled simply as “Login.”
• Reusable Block: This may state “Login and Navigate” for quick access.
• Login with Action: Identify blocks that mention “Login, Navigate, and Take First Action.”

How to View a List of Available Personas

Here are several ways to view the personas you can use:

1. ModelBlocks Library:

• Model Blocks are reusable components within the AutomatePro platform that simplify and structure test automation. Each Model Block represents a predefined sequence of actions, checks, or validations that can be reused across multiple test cases, ensuring consistency and efficiency in automated testing. This modular approach allows testers to build complex tests faster by assembling Model Blocks rather than recreating common test steps each time.
• Where to Find Model Blocks
• Model Blocks are located in the Test Blocks Library under a subset view. Here, you can easily access and filter Model Blocks to meet specific testing needs.
• Viewing and Filtering Model Blocks by Persona
• To view Model Blocks associated with specific personas, follow these steps:
• Open the Test Blocks Library in AutomatePro.
• Set Filters to:
  • “Test Block Name” = “Log”: This shows Model Blocks related to logging actions.
  • “Mode” = “Published”: This filter will only display Model Blocks that have been finalized and are ready for use.
• By using these filters, you can see the available personas and log-related Model Blocks, enabling you to quickly identify and integrate reusable blocks into your tests.

• Open each ModelBlock to see any personas directly associated with it, as this will indicate which personas are configured for use in that specific test component.

2. Test Case Editor Blocks View:

To view and use Model Blocks in your Test Plan Editor button within AutomatePro, follow these steps:

• Create or Open a Test Case: Start by creating a new test case or opening an existing one.
• View and Add Model Blocks from an edit in classic view by clicking Manage Blocks button or you can use the visual interface by accessing the Test Plan Editor: Click the Test Plan Editor button to enter the editing view. (The next steps will reflect the Test Plan Editor option).
• Navigate to Actions, Checks, and Blocks: On the right side of the workspace, you’ll see the “Actions, Checks, and Blocks” selector.

• To select Model Blocks: Click on the Blocks tab in the right channel.
• Filter for Specific Blocks: Type “log” in the filter box to view login-related Model Blocks.
• Select “Log-in as ITIL User” from the Blocks menu.
• Drag and Drop: Once you see the relevant Model Blocks, simply click and drag them into your visual workspace step where you want to add them to your test case. as all tests begin with a log-in, this will be your first step.

When You Cannot Find a Persona

If you can’t locate the persona you need, do not attempt to create one on your own. Instead, consult your AutomatePro Admin support team. They will guide you in choosing the correct persona or assist in creating a new one as necessary.

Do’s and Don’ts with Personas

• Do:
  • Verify that you’re using the correct persona for your test.
  • Log out after testing to prevent unintended changes.
• Don’t:
  • Avoid modifying the configurations of personas.
  • Refrain from using personal accounts for testing.

Supporting Persona Use & Administration Maintenance for AutomatePro Administrators

Validating Existing Personas

Admin responsibilities include regularly reviewing personas to ensure they function correctly:

1. Check the active persona list in the AutomatePro interface.
2. Verify appropriate ServiceNow roles are assigned.
3. Conduct tests to confirm that personas work as intended during automated tests.

Creating New Personas

When creating new personas, adhere to the following standards:

1. Naming Convention: Use Amp(ServiceNowRole) for clarity (e.g., Amp-ChangeManager).
2. ServiceNow Group Assignment: New personas must be part of an existing ServiceNow user group (e.g., Service Desk) or the default AutomatePro Assignment Group.
3. ServiceNow Permissions: Assign appropriate roles that align with the functionality required for the persona in testing.

Checking Persona Creation

After creating a persona:

• Confirm that it has been published successfully.
• Ensure it’s available for use in login actions and test cases.

Tips and Traps for Administering Model Blocks

• Tips:
  • Regularly audit existing personas to maintain relevance.
  • Document any changes made to personas for clarity.
• Traps:
  • Avoid creating duplicate personas; always check for existing models first.
  • Exercise caution when modifying permissions to prevent test failures.

Other Persona Use & Administration Resources

• AutomatePro A-Z Terminology Glossary
• How AutomatePro uses AI for Servicenow Testing
• Knowledge Base
• Pitfalls of Impersonation in ServiceNow Testing