I need a little bit of help on Survey's and their results within Service Desk Manager ... mine were setup way before my time and I'm not sure exactly how or where everything is set. I have a manager asking me if there is a way to re-allocate a survey result to someone other than the ticket's assignee - the scenario he runs into is that sometimes the survey's results are about someone else that was part of the tickets process but not necessarily the assignee.
Am I missing something else with the survey setup other than you:
Thank you so much for this information, it helped me find out how and what we have setup:
Surveys are only sent for related activity = closed
We do not have any managed surveys setup
The survey specified in the activity notification is being overwritten by the survey we have specified in our categories
So my only question is, if a ticket has multiple assignee's how can I get the survey to have questions for each one so the customer (affected end user) can comment for a specific one or all of them and we can allocate the results to the specific assignee's when reviewing?
I think a survey is intended to be related to the overall service for a particular incident, not to a specific work of an individual assignee or ticket group.
From an end user perspective, I don't care much about the individual, but for the service I got.
From a Service Management perspective , I might be interested how my service is satisfying the end user (my customer). Sure, I might be interested how people in my team perform. But, I can think of several different metrics which might be reportable somehow, but mostly will not truly reflect reality. This is a very complex question, and I think you will not find metrics which will work and are fair and true in all cases.
Hope that helps somehow.
Thanks for the explanation I appreciate it and will discuss further with the manager who asked me the question.