I would like to know how survey works on SD. On the close activity notification type survey has been configured and we haven't filled the default survey template instead we have tagged the survey forms in the REQ/INC/PROB areas.
I have seen SD sending survey form properly for few tickets(INC/REQ) when it is closed and those tickets reported by L1 team alone not for all tickets. Am unable to find whether any condition has been in place to restrict surveys or is this an OOTB feature. Please advise.
Please answer for the below questions:
You have defined at least one survey and you have seen it working. Check the "Submit Cycle" value on the survey. The value 1 means every time, the value 10 means only every 10th ticket.
Also, you link a specific survey in the Incident/Problem/Request Area / Change Category. You link the default survey in the Activity Notification.