How do I make stricter rules send out a survey for each CA Service Desk Manager (CA SDM) ticket?

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Article ID: 37965

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Issue

When enabling the stricter rules option, the survey is only sending a survey to the contact for their first closed CA Service Desk Manager (CA SDM) ticket and not any subsequent CA SDM tickets.


Environment:

CA Service Desk Manager 12.6, 12.7, 12.9 and 14.1
Windows, Unix and Linux

Cause

This is working as intended as stricter surveys was originally set up as a way to only allow a survey to be filled out once by a user.


Resolution

An enhancement has been made that allows stricter rules to send out a survey for each CA SDM request, while keeping it locked down so only one survey can be filled per CA SDM request.

This enhancement can be delivered in the form of a patch and is documented underĀ USRD #3055.

This patch is available for CA SDM 12.6, 12.7, 12.9 and 14.1.

For CA SDM 14.1, the patch is included in both CUM#1 and CUM#2 (http://www.ca.com/us/support/ca-support-online/product-content/recommended-reading/technical-document-index/ca-service-desk-manager-14-1-solutions-patches.aspx?id=%7B7ADE9AB0-ABCC-4488-A668-E05BDB0A885E%7).

For CA SDM 12.6, 12.7 and 12.9, a CA support case would need to be raised and mention USRD#3055.

After installation of the patch, you will be able to change between the older version of stricter rules where only one survey is sent to a contact or the newer version where a survey will be sent to the contact once per CA SDM request.

This is done through a new NX variable, ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS.

To install this option run the following commands on the CA SDM server(s):

pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst

To avoid losing this change when pdm_configure is ran, please also run:

pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst -t

After installing the option, restart the CA SDMĀ services.


Additional Information

USRD #3055: https://support.ca.com/irj/portal/kbproblem?docid=620642&productcd=USRD&problemnbr=3055#properties

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: