How to stop sending survey in Problem- Request Tickets

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Article ID: 38125

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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

Question: 

How to restrict CR Objects from sending surveys for all i.e. Incident / Request/ Problems tickets.

Answer:

The Out-of-the-Box (OTB) functionality for Request/Incident/Problem are combined into one single object on Activity notification. The notifications are triggered based on the Activity notifications defined for a Survey

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Survey can be triggered using Activity notifications or Areas. So based on the OTB functionality, there are only few activity notifications that are linked to Status and on selecting the status the survey is triggered.

Even if you create a new status or new activity notification, the OTB functionality remains the same across the board. This is clubbed for Request/Incident/Problem and we cannot separate out the functionality.

Environment

Release:
Component: USRD

Attachments

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