How to add a survey URL to the message template in Service Desk Manager 17.x

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Article ID: 143349

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

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.

Cause

The survey URL changes after 17.1 RU 2 and the previous survey URL's will not work.

Environment

Release : 17.1 RU 2 and later

Component : SERVICE DESK MANAGER

Resolution

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

Hence customers need to update the survey URL links in the message templates in the following format:

Existing string:
<a href="https://servicedeskhost/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:
<a href="#{400001,@call_req_id.customer.id,@call_req_id.persistent_id}"></a> 

Additional Information

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-1/ca-service-management-17-1-0-2-release-notes/fixed-issues-17-1-0-2.html

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/ca-service-management-17-2-release-notes/fixed-issues-17-2.html