Making stricter rules send out a survey for each SDM ticket

Products

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

Issue/Introduction

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

Service Desk 17.x

Cause

This is working as intended as stricter surveys were 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 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 SDM services.

Additional Information

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."