Automate "Send Survey" flag

Products

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

Issue/Introduction

In this scenario we describe how to automate the "Send Survey" flag in Service Desk Manager.

A support case was opened where the customer wanted to know how to automate surveys to only send during specific months.

Specifically the flag mentioned in Service Desk Manager at:

Administration > Notifications > Activity Notifications > (Notification Name) > 2. SURVEY > Send Survey?

Environment

All Versions of Service Desk Manager

Resolution

NOTE: This solution requires manual of manipulation of the database which is NOT RECOMMENDED.

Operations like the one described should be tested thoroughly with backups ready to revert.

 

This flag is related to the cr_send_survey column in the act_type table.

To automate this we recommend two scripts.

1. One script to turn on the "Send Survey" flag by modifying the cr_send_survey column value to 1
2. One script to turn off the "Send Survey" flag by modifying the cr_send_survey column value to 0

You can then run the first script when you want the surveys need to send and run the second script when the survey needs to not be sent.

These contents of these scripts will need to be written and developed by the customer as developing custom scripts are out of the scope of Broadcom Support

Users resume all responsibility when developing and testing these scripts.

If the user wants to have this functionality added, they can open an idea through the Ideation program:

Ideation