Survey is not sent out anymore.
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Survey is not sent out anymore.


Article ID: 54443


Updated On:


CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



I setup a survey template that should be sent, when an Incident is closed.
I tested it and it worked fine. But since then, I do not get further surveys anymore.





Release: CA Service Desk Manager 17.x


It could that the option "Use Stricter Rules?" may have been ticked and therefore set to 'Yes' for the survey template.
This option prevents customers from receiving a survey they may had previously been sent. Unfortunately this information is missing in the "Help on This Window" menu selection.


When Survey is set with Strict rule, the surveys are sent only once for each contact.

Define following variable in order to allow 1 survey per ticket per contact  instead of 1 survey per contact:


When this variable is set to 'Yes', strict surveys will allow one response per ticket per contact.

This variable can be installed and updated by running the following command from the Command Prompt :

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 run, please also run the above command with the '-t' flag as follows:

pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst -t


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