After upgrading to 17.1 RU 2 or later, the survey URL changes and adds a msg_digest tag and value. This document explains how to create a new survey URL.
Release : 17.1 RU 2 and later
Component : SERVICE DESK MANAGER
The survey URL changes after 17.1 RU 2 and the previous survey URL's will not work.
A new way of adding a survey URL to the message template has been introduced which expands to form the survey URL.
The string would look like follows:
#{SURVEY_ID,CNT_ID,CONTEXT_PERSID}
A hash '#' followed by flower brackets. Takes 3 parameters.
1 - SURVEY_ID
2 - CNT_ID
3 - CONTEXT_PERSID
If parameters 2 and 3 are preceded by a '@', then that value needs to be expanded else the value would be replaced as it is in the survey URL.
The above would be expanded as follows:
http://NX_WEB_CGI_URL?OP=DO_SURVEY+SVY_ID=SURVEY_ID+CNT_ID=CNT_ID+CNTXT_PERSID=CONTEXT_PERSID+MSG_DIGEST=message_digest_of_the_url
The value of MSG_DIGEST cannot be generated manually because it is generated based on NX_WEB_CGI_URL automatically. Hence customers need to update the survey URL links in the message templates in the following format:
Existing string:
<a href="https://[EXAMPLE SDM SERVER]/CAisd/pdmweb1.exe?OP=DO_SURVEY+SVY_ID=400001+CNT_ID=@{call_req_id.customer.id}+CNTXT_PERSID=@{call_req_id.persistent_id}"></a>
New string for incident/requests:
<a href="#{400001,@call_req_id.customer.id,@call_req_id.persistent_id}"></a>
New string for change orders:
<a href="#{400001,@change_id.affected_contact.id,@change_id.persistent_id}"></a>
New string for change order workflow tasks:
<a href="#{400001,@chg.affected_contact.id,@chg.persistent_id}"></a>