suppress surveys for cancelled tickets

Products

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

Issue/Introduction

Is there a way to suppress CA Service Desk Manager (CA SDM) surveys for tickets that were closed using the "Cancelled" status?

Environment

Release: 14.1 and higher
Component:  CA Service Desk Manager

Cause

This is working as expected. The current product design ties the statuses of Cancelled as Closed as the same when it comes to the Activity Notification setting for "Close" or code "CL" (Administration tab:  Notifications -> Activity Notifications) 

Closing or cancelling a given request/incident/problem is the same in the eyes of the above Activity Notification and will trigger the same notification and survey action

Resolution

Currently, there is no way to modify CA SDM surveys being sent on closed "cancelled" status tickets.  We recommend submitting an idea in our Communities page for further consideration in a future release to divest the two statuses.