Survey is not sent out anymore.

Products

• 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

Issue/Introduction

Description:

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.

 

 

 

Environment

Release: CA Service Desk Manager 17.x

Cause

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.

Resolution

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:

@NX_ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS

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