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CA Service Management - How to send surveys based on pre defined conditions?

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Article ID: 187329

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

Issue/Introduction

We are looking into the possibility to adjust send surveys. 

Therefore we would like to setup surveys like:

No Survey should be send on closed tickets when Reporting Method is "IT staff" or "System Alert" 

Environment

Release : 17.1, 17.2

Component : SERVICE DESK MANAGER

Resolution

Conditional Surveys are not possible. They are no links between Surveys and Events or Macros.

refer to the community link:

Community - Conditional Surveys

and also the documentation:

How to configure surveys

This would require some custom code to reach out this behavior