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Service Desk - How to configure and use survey in a Category or Request Area


Article ID: 40677


Updated On:


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


The introduction of Surveys configured per Ticket Type in Service Desk Manager (SDM) improved the way Surveys are delivered to users, as it allows a formatted notification to be delivered as well as reduced effort on configuring it as previously it was necessary to configure it only per Request Area/Category.

However, eventually there is the need to have specific Surveys sent by Request Area/Category.

This document explains how to configure it and how this mechanism works.


Release: SDMU0M99000-17.3-Service Desk Manager-Full License


In an environment where Surveys are configured for Ticket Type (see Additional Information section for reference on it), if you need to have Surveys sent by specific Request Areas or Categories, you should simply add the Survey Template to the Request Area or Category definition:

How is this going to work?

So you have SDM Surveys configured and now how will it recognize which survey to use?

SDM will check for any Survey configuration in the Request Area/Category of a ticket.

If one exists, then it will be used.

If none exists, the it will use the default one set for the ticket type.

Additional Information

How to Configure Surveys