CA Service Management

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How Survey works

  • 1.  How Survey works

    Posted 02-18-2016 02:37 AM

    Hello All,

     

    CASD 12.7

     

    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:

    1. What are the tickets qualify for Survey
    2. All tickets created by L1 team alone or end user tickets or system generated tickets or all of them
    3.   Will all tickets send survey or is there any restriction

    Regards,

    Mohan



  • 2.  Re: How Survey works

    Posted 02-18-2016 12:45 PM

    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.