Hi Chuck
1) I don't have tools in front of me to confirm names, but there is an SRD
with a name like Incident Service Request where you need to go to the survey
fields and enable and select a survey.
2) There is join called something like Survey_RequestJoin. Not sure if
there is an existing report but the field names are fairly straightforward
if you want to create your own.
I find the 7.6.04 survey solution lacking:
-Only 4 question
-Can not set scale (i.e. 1 to 4 instead of 1 to 10)
-The survey notification has request id instead of incident id
-Dated look
-Users need to have a Remedy login (no big deal if you are doing internal
surveys and you have A.D.)
-and more
Still, you might like it!
If not, I highly recommend Kinetic's excellent product:
http://www.kineticdata.com/products/survey/
It does what a survey tool should, simply and well.
Jon
--------------------------------------------------
From: "SUBSCRIBE arslist Chuck Benesh" <chuck.ben...@cdw.com>
Sent: Tuesday, December 31, 2013 7:23 PM
Newsgroups: public.remedy.arsystem.general
To: <arslist@ARSLIST.ORG>
Subject: SRM 7.6.04 Surveys
Hi,
I'm working to figure out surveys. We have ITSM 7.6.04 with SRM. I'm stuck
on a couple questions:
1. How do I trigger surveys for incidents that are created manually? We
have incident configured to create a service request, i.e. when an
incident is created via phone support desk or email. I have not been able
to get such service requests to trigger the survey on incident resolution.
I have tried to enable the survey on the oob "Service Desk Incident" SRD,
but no luck.
2. What form(s) holds the survey data? I haven't yet found web or crystal
reports for survey reporting: are there such?
Thank you in advance,
Chuck
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