The surveys are not always sent

Products

• 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

We have realized that our surveys are not always sent when analyst close an incident.
Checked survey configuration and all seems to be configured properly.

Environment

Service Desk Manager All supported versions

Cause

Stricter rule is set to yes.

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