The following are some notes I made when configuring Surveys for Incident (7.x). Many of the settings are parallelled for Change I'm sure. Hope this helps.
*Overview:* Customer Surveys can be enabled with the Requester Console, Incident Management or Change Management as a method for polling customers about their recent Service Desk experience. Up to four questions can be configured per survey, but only one survey can be associated with Incident Management or with Change Management for a single company. Configuration options exist to exclusively poll customers when requests are submitted via the Requester Console or also when requests are submitted via the User Tool by the customer or by the Service Desk associate. Additionally, although requests to complete a survey are, by default, sent after every Request attains a status of "Completed" (Resolved in Incident Management), a parameter can be set to suspend all notification requests to complete a survey for a specified number of days after the first survey request is sent. *Configuration checklist:* 1 – Determine whether the Survey request will launch as a result of Change or Incident request resolution. 2 – On the Configure Survey Questions form, prepare one to four questions to which the customer can respond with textual comments and/or a numeric value rating from 1 to 10. 3 – If surveys are associated with Incident requests, determine if Incidents submitted from the User Tool will be visible to customers via the Requester Console and if survey requests are to be sent for Incidents submitted from both the Requester Console and User Tool interfaces. A single configuration setting on the Incident Rules form enables both of these actions. 4 – If surveys are associated with Change requests, determine if Changes submitted from the User Tool will be visible to customers via the Requester Console and if survey requests are to be sent for Changes submitted from both the Requester Console and User Tool interfaces. A single configuration setting on the Change Rules form enables both of these actions. 5 – Review the text of the notification that prompts users to complete the survey. This text is found on the SRM:SRV:IndividualSurveyMessage notification message tag on the SYS:Notification Messages form. 6 – On the SYS:Attachments form, edit the record with the Attachment Definition equal to "Survey". The URL field has 2 values which must be configured. The <midtierserver> value must be modified to reflect the name of the mid-tier and the mid-tier port being used, for example midserver:8080. The <arserver> value in the URL must me modified to reflect the name of the ARServer being used, for example ITSM7RTM. 7 – On the Request Rules form, enable the survey for the designated company and establish whether a period of suspension should be followed rather than have a survey request launched after every request is completed. 8 – Confirm that Submitter Mode Lock is set to on On 7/2/08, T. Dee <[EMAIL PROTECTED]> wrote: > > Does anyone know if there is anything other then 'Configure Survey > Questions' that has to be done to allow for survey's to be set to the > user for Change? > > Thanks! > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
