Altiris Reporting / Surveys
I am having issues with our altiris reporting / survey section. We send out randon surveys to our customers so that they may let us know how we are doing as a IT Department. I made some changes to the routing rules and made sure that users get notified when a ticket is closed and also the IT dept gets notified when i reassign a ticket.
Well after i made these changes, i noticed that when viewing my survey comments returned, that its taking the tickets returned and applying it to every user at our Bank. For example, we have 5 surveys returned with comments and it posts over 3000 surveys. All 5 are listed under each user whether or not they submitted it or not. They didnt send the survey, its just attached it self to these users.
I need anyones input on this as i have no idea what has happened or why . The changes i made to the routing rules i even turned off back to the way it was before and it never helped
So if anyone in this form can help, we would greatly appreciate it
Comments
Notification Rule for Satisfaction Survey
What do you have in your notify rule for your survey? It should be as follows:
Send to: Current Contact
Every time an incident is saved
And: When all of these are true, "Status" changes and is equal to "Closed"
survery issues
i did verify everything you have mentioned, its all correct. But in the when all of these are true
this is what we have embedded
when all of these are true
"HDQUERY[[SELECT FLOOR(RAND() * 100)]]" is less than 40"
"STATUS" changes and is equal to "CLOSED"
is this correct
Yes, that is correct for
Yes, that is correct for random surveys. We send a survey out for every closed ticket.
everthing you have looks correct to me as far as the notification rules
survery issues
then i am stumped as to why its pulling all users and assigning all 5 tickets to each user
here is my code for the query that is pulling info for survery
SELECT T0.[workitem_number] AS 'workitem_number', T1.[contact_name] AS 'contact_name', T0.[workitem_modified_on] AS 'workitem_modified_on', T0.[workitem_comment] AS 'workitem_comment', T0.[assigned_to_worker_full_name] AS 'assigned_to_worker_full_name' FROM [HD_workitem_detail_view] T0, [HD_contact_view] T1 WHERE T0.[workitem_action] = 'Rate' AND T0.[workitem_modified_on] >= (Getdate()-1) ORDER BY T1.[contact_name] ASC
do you see any issues with this. I am new to this application and havent a clue on the code
i appreciate all your input
Missing your join
You basically have a cartesian product going on here. You are missing the link between your workitem table and your contact table.
Add this line to your where clause and this should work. Most likely your report is wrong and your random survey notify rule is ok.
FROM [HD_workitem_detail_view] T0, [HD_contact_view] T1
WHERE T0.[workitem_action] = 'Rate' AND T0.[workitem_modified_on] >= (Getdate()-1)
and T0.[contact_id]=T1.[contact_id]
ORDER BY [workitem_number] ASC
survey issues
so are you saying to replace the existing comment or go ahead and add to the end. it looks to me like the same code
got it
i just now relized what i was to add
so i will try this
thanks
AWESOME
that fixed the problem. I appreciate everyones help on this issue that i had with altiris reporting
thanks again
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