The surveys are not always sent
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The surveys are not always sent


Article ID: 98304


Updated On:


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


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.


Service Desk Manager All supported versions


Stricter rule is set to yes.


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