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Client does not receive a survey when a ticket is closed

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  • 1.  Client does not receive a survey when a ticket is closed

    Posted 01-09-2018 03:16 AM

    my organaization useing CA Helpdesk 12.5 and we facing this issue "Client does not receive a survey when a ticket is closed "

    thanks  alot for any help



  • 2.  Re: Client does not receive a survey when a ticket is closed

    Posted 01-09-2018 04:31 AM

    Hi Mohammed,

     

    i. Has this worked before? Please go to the Close activity notification details and double check that the it is enabled to send the survey.

     

    ii. Does other notifications work?

     

    iii. I see you are also working with a ServiceDesk version (r12.5) that is no longer supported for several years now. You should consider upgrading to supported versions r14.1 or r17.0 in case you need log a case for assistance from Support.

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: Client does not receive a survey when a ticket is closed

    Posted 01-12-2018 11:44 AM

    Also the link provided goes to Solarwinds, not CA ServiceDesk.

     

    I believe the link below may be helpful as it notes this has been addressed in 12.6.

    https://support.ca.com/us/download-center/problem-detail.html?docid=556016&productcd=USRD&problemnbr=1786 

     

    Again as Brian mentioned 12.5 is no longer supported, as well as 12.6.

    I would also highly recommend upgrading to a supported release of SDM.

     

    Thanks,

    Scott



  • 4.  Re: Client does not receive a survey when a ticket is closed

    Posted 01-14-2018 03:25 AM

    Dear Johsc

    I have follow the it assuming it is ok but the survay still not sen

    t  



  • 5.  Re: Client does not receive a survey when a ticket is closed
    Best Answer

    Posted 01-14-2018 11:20 AM

    Mohammed,

     

    As noted below, the correction for this problem has been provided in the latest set of cumulative published patches for CA Service Desk Manager r12.6.

     

    https://support.ca.com/us/download-center/problem-detail.html?docid=556016&productcd=USRD&problemnbr=1786 

     

    However 12.6 is also EOS, you should consider upgrading to supported versions r14.1 or r17.0 in case you need log a case for assistance from Support.

     

    Thanks,

    Scott