The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey."

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey." Why does this happens?

Environment

Release : 17.1.x / 17.2.x / 17.3.x

Component : USRD

Resolution

This is working as designed. This is the explanation of this behavior:

Scenario 1:

• When "Stricter Rules" parameter is enabled it prevents a user from submitting the same survey more than once. And also when the ticket is closed the survey is sent to him until he answers a survey. After user X answers a survey, this user X will never receive another survey.
  
  Example:
  
  We open and close ticket 1111 - survey 01 is sent to user AAA
  
  
• survey 01 is not answered.
  
  We open and close ticket 2222 - survey 02 is sent to user AAA
  
  
• survey 02 is not answered.
  
  We open and close ticket 3333 - survey 03 is sent to user AAA
  
  
• survey 03 is answered.
  
  
• user AAA is not allowed to answer survey 03 again.
  
  
• From this moment. user AAA will not receive more surveys that reference that same Survey Template.
  
  We open and close ticket 4444 - survey is not sent to user AAA
  
  Etc.

Scenario 2:

• When "Stricter Rules" parameter is not enabled the user will always receive surveys, but will also permit that a user answers the same survey many times.
  
  Example:
  
  We open and close ticket 1111 - survey 01 is sent to user AAA
  
  
• survey 01 is answered.
  
  User AAA opens again the email and clicks to answer the same survey 01
  
  
• answer accepted by Service Desk.
  
  User AAA opens again the email and clicks to answer the same survey 01
  
  
• answer accepted by Service Desk.
  
  Etc.
  
  In summary, the Survey Feature is designed as following:
  
  CA Service Desk Manager R12.6 allows a survey template to be configured as using "Stricter Rules".
  
  There is a check box that is used to enable the "Stricter Rules" for the template. However, when this is set, the user that receives and responds to the particular survey on a ticket, will never ever get the same survey for any other ticket at any time unless the "Stricter Rules" is disabled for that survey template.