Resubmit a risk survey for a change order ticket

Products

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

Issue/Introduction

We understand that it is not possible to change a submitted risk survey. We would like to know if it is possible to submit a new one to replace the submitted survey.

Environment

CA Service Desk Manager all versions

Resolution

Currently it is not possible to change or resubmit the risk survey if a mistake is made unless you change the category to something else and change it back.  Service Desk does not provide any menu or button or any other way to do this.  If the change order ticket does not contain workflow tasks, this would be the way to change the category:

1. Be sure that no workflow task is attached to the change order ticket; if there are some then you won't be able to resubmit the risk survey and you shouldn't perform the below steps.
   You can check by clicking Additional Information-->Workflow Tasks for built-in workflow tasks or Process Automation workflow tasks
   
2. Edit the change order ticket, make note of the current value that is set for the category field, delete the value that is in the category field, and save the change order ticket.
   
3. Edit the change order ticket, set the value of the category field to the original value, and save the Change Order.
4. Note that the Risk Survey button is enabled. Click on it and submit the new values for the new survey.
   

Additional Information

 Other available options include:

1. Disable the Risk Survey for all categories
   
   
2. Use the Activities -> Update Risk menu option which allows you to change the value in the "Risk" field, and provide the reasons for this change in the Description field withiout resubmitting the Risk Survey
   
   
3. Use data partitions to limit who has authority to fill out a Risk Survey (hoping to minimize the possibility of a mistake)
   
   
4. Create your own customization to Service Desk to provide an alternative to the Risk Survey functionality, such as creating a custom form, or attaching a MS Word or PDF data entry form document that can be attached to the ticket, then downloaded, updated, and reattached if the answers to the survey need to be changed.

See also: Implement the Risk Survey