CA Service Management

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  • 1.  Relate survey to a ticket

    Posted Jan 27, 2022 12:42 PM
    Hey guys,

    I saw that the surveys are not related to any tickets.
    I need to relate the survey to the ticket that generated it. Does anyone know if it is possible on SDM?

    Regards.


  • 2.  RE: Relate survey to a ticket

    Broadcom Employee
    Posted Jan 28, 2022 04:57 AM
    Hi John,

    You can send surveys related to the ticket using Activity Notifications.
    For instance in Activity Notification for CL (Close status) you can add a Survey into it.

     

    Cmpts,

    Paulo Pedrosa

    Mobile: + 351 93 24 23 146

    pauloalexan.pedrosa@broadcom.com





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  • 3.  RE: Relate survey to a ticket

    Posted Jan 28, 2022 05:47 AM
    Hi @Paulo Pedrosa,

    Thanks for the help, but I need to relate a survey to the ticket in reports for example. Searches (in database) seem unrelated to each ticket.
    It's possible?


  • 4.  RE: Relate survey to a ticket
    Best Answer

    Posted Jan 29, 2022 10:13 AM
    Hi John,

    In the Survey table there are two attributes:
    1. object_type - value is "cr" for Incidents, Problems, Requests; "chg" for Change Orders, "iss" for Issues
    2. object_id - the internal id for the ticket
    Assuming the tickets are Incident/Problems/Requests, you need to concatenate the object_type + ":" + object_id and link to the persid on the call_req table.

    Cheers,
    Lindsay

    ------------------------------
    Lindsay Estabrooks
    Principal Consultant
    IT-EDU Consultants LLC
    ------------------------------



  • 5.  RE: Relate survey to a ticket

    Posted Jan 29, 2022 02:00 PM
    Hi @Lindsay Estabrooks,

    Thanks for your response. It's really what I need.
    Now I can create my survey reports based on the tickets and groups that resolved them.