Hello all,
Thanks a lot for all your replies.
I totally agree with everyone. There is no justification from business
which explains this requirement. And if there is, then I am not aware of it.
Having said that, I look at it as a technical challenge to implement this
requirement. I saw a few suggestions from this forum and will surely
consider those while implementing this.
Regards,
Veeral Oza
On Wed, May 5, 2010 at 8:34 PM, Dennis Ruble <ddru...@rockwellcollins.com>wrote:
> **
> There are also companies with support organization compensation tied
> directly to customer satisfaction surveys. In any environment like this
> where the focus is squarely on customer sat with support effectiveness
> measured against it and a process of continuous improvement built around it,
> the risk of intentional misuse of surveys must be protected against. Some
> reliable mechanism for submitter identification is essential because support
> individuals will get creative...
>
> I would push for user authentication, manual or SSO, if there is any real
> focus on customer satisfaction surveys in your organization.
>
> Regards,
> Dennis Ruble
>
>
>
> *"Lammey, Peter A." <peter.a.lam...@espn.com>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 05/05/2010 09:33 AM
> Please respond to
> arslist@ARSLIST.ORG
>
> To
> arslist@ARSLIST.ORG
> cc
> Subject
> Re: Windows UserID
>
>
>
>
> **
> What if the user really felt that the services provided were very
> unsatisfactory and that was highlighted by their survey results and
> management wanted to the organization to contact the user (if they elect to
> by some means) to clarify what their expectation was that was not met.
>
> Most of the time people dont even fill out a survey so there may not be
> many to sift through that are submitted in say a month.
> But for the people that took the time to fill out the survey and indicated
> that they were quite unsatisfied with the service provided, it might be
> helpful for management to contact that person directly and find out exactly
> where things went wrong and assure them that they will rectify the problems
> they experienced so that any future services that they request will go much
> smoother.
>
> I know that if I switch to say a different internet provider or new cable
> provider at home and I experience all kinds of issues, if I took the time to
> fill a survey out indicating how dissatisfied I was with the service and if
> I elected to get a callback then I may like the personal attention that
> cable provider or internet provider gave me to hear about my experience and
> what they are going to do to rectify the issue for the future.
>
> Thanks
> Peter Lammey
> ESPN IT Packaging and Automation
> 860-766-4761
>
>
>
> ------------------------------
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook*
> Sent:* Wednesday, May 05, 2010 10:17 AM*
> To:* arsl...@arslist.org*
> Subject:* Re: Windows UserID
>
> **
> OK, let me see if I can be more clear in my objections.
>
> Your management, for some unexplained reason, wants to know who is filling
> out the surveys. You are trying to satisfy that requirement technically. I
> am trying to address it from a business perspective, and that almost always
> starts with the question "Why?".
>
> The only reason I can guess for that is that they want to be sure that the
> person filling it out is the person to whom it was directed. Let's look at
> three factors in that.
>
> - How valuable is knowing who actually filled out the survey, from a
> practical standpoint? What will be done with those metrics, if anything?
> - What are the chances of accidental misuse?
> - Since the surveys are only sent to the person who is supposed to
> have them, making it pretty difficult for User2 to even know that a
> survey
> is available for User1. It would be MORE work for someone to try to
> answer
> someone else's survey than to just do the ones they get sent, and most
> people don't even fill THOSE out. So practically speaking, there is
> very
> little chance of an accidental misuse of the survey.
> - What is the likelihood of intentional misuse?
> - Are they concerned that there will be an epidemic of people
> taking surveys for other people? Do they think their people have so
> little
> to do that they will spend even free time spoofing other users to
> fill out
> their surveys? If so, they have a bigger problem than satisfying
> this
> requirement could possibly address. So the likelihood of
> intentional misuse
> is again, effectively zero.
> So my analysis is that what they *might* gain by the satisfaction of
> this requirement seems insignificant compared to the work of satisfying
> it.
> I fail to see ANY worthwhile business justification for this
> requirement,
> and in the absence of same, as a developer, I would reject it for that
> reason alone until it is better thought through by the business leaders.
>
> Rick
>
> On Wed, May 5, 2010 at 5:45 AM, Veeral Oza
> <*veer...@gmail.com*<veer...@gmail.com>>
> wrote:
>
> **
> Hi Rick,
>
> The ticket data is available and the requester details are populated
> in the survey. However, there is also a requirement to capture windows
> login
> id of the user submitting the survey.
>
> Regards,
> Veeral
>
>
> On Wed, May 5, 2010 at 6:10 PM, Rick Cook
> <*remedyr...@gmail.com*<remedyr...@gmail.com>>
> wrote:
>
> How about prepopulating the userid from the ticket when the survey
> is created? If that data is unavailable, how would the survey be
> directed
> appropriately?
>
>
> Rick
>
> ------------------------------
>
> *From: *Veeral Oza <*veer...@gmail.com* <veer...@gmail.com>>
> *Date: *Wed, 5 May 2010 18:07:31 +0530
> *To: *<*arsl...@arslist.org* <arslist@ARSLIST.ORG>>
> *Subject: *Re: Windows UserID
>
> **
> Forgot to mention environment:
>
> ARS 7.0
> ITSM 7.0.3
> Midtier: 7 on Apache-Tomcat on a Windows machine.
> Oracle 11g database.
>
>
> On Wed, May 5, 2010 at 6:05 PM, Veeral Oza
> <*veer...@gmail.com*<veer...@gmail.com>>
> wrote:
>
> Hi,
>
> I am stuck at this requirement and was wondering if this is feasible
> to implement:
>
> 1) When an Incident is resolved, an email goes to the customer to
> submit a survey, with a survey link.
>
> 2) The link opens the survey form in the brower without the user
> authenticating in the midtier. A surver-user with a restricted read
> license
> is created for this purpose which allows multiple people from multiple
> locations to submit the survey.
> 3) There is a submit button on this survey form.
> 4) When the user clicks on submit button, it is required that, his
> Windows User ID be captured in one of the fields.
> _______________________________
>
> Solutions implemented that did not work:
>
> 1)
> Create a little Java function in a .jsp file and put it in your
> "shared"
> folder on your Midtier:
>
> Name the file something like /arsys/shared/get_remote_user.jsp.
>
> get_remote_user.jsp contains:
>
> function env_ip_var()
>
> {
> var return_value = "<%=request.getRemoteUser()%>";
> return (return_value)
> }
>
> In the Web Header content of the form you want to capture this on,
>
> add...
>
> <SCRIPT src="/arsys/shared/get_remote_user.jsp"
>
> language="JavaScript"></SCRIPT>
>
> To set a field with the data from the JavaScript functions do the
>
> following in an active link...
>
> Run Process Command Line:
>
> javascript:window.F(XXXXXXXX).DoSet(env_hostname());
>
> Be sure to change XXXXXXXX with the field ID of the field you want
> to
>
> set.
>
> This did not work, function env_ip_var returns null.
>
> ____________________________________________
>
> Solution 2:
>
> A set fields actions in an active link:
>
> $PROCESS$ CMD /C "set username"
>
> This worked only in user tool. However this functionality is
> required for web.
>
> ___________________________________________
>
> If you have any other ideas, please do share.
>
> Regards,
>
> Veeral Oza
>
>
>
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