Can I automatically send satisfaction surveys on a random schedule?
Q:
Brandon asked, "I would like to automate the Helpdesk Solution to automatically send satisfaction surveys on a random schedule. For example, I might configure it to send out one survey per worker per week. Is this possible?"
A:
Brandon, we are happy to report that Helpdesk Solution 6.0 SP3 shipped with a satisfaction survey random function that can be used in the notify rules (satisfaction surveys are driven by a Helpdesk Notify Rule), specifically for this purpose. The feature added in the 6.0 SP3 is an additional condition.
When all of these are TRUE
"HDQUERY[[SELECT FLOOR(RAND() * 100)]]" is less than "50"
<end>
If you add this condition to your version and change the value behind less than, you can control the send rate of the survey.
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Comments
This is good as a general
This is good as a general algorithm for sending surveys randomly x% of the time.
But how about a way to ensure that Help Desk "frequent fliers" don't get a survey request more than, say, once a month or once a quarter?
Several years ago I saw an Altiris consultant set up a system like this, but don't remember the details of how it worked. Can anyone provide the details?
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