In v7.1 when a user acknowledges the resolution they are conditionally offered to perform the survey. If they click on the link they receive in their email they are taken to the incident’s process page (btw: this is really bad for an end user to have to look at just to fill in a survey) in the upper right there is a link in the My Actions web part to click here to view survey (not very easy for end user to find by the way with all the other links on the page). If they click the link but close the survey by clicking the close button on the window the task is gone and they cannot go back to the survey again.
Any ideas anyone (SYMC) ?
Don’t know why they changed the behavior to go to the process view page rather then straight to the resolve then survey page like it used to. News flash! The process view page is extremely busy and confusing and should really not be shown to the end users unless they ask for it (i.e. via the home tab by clicking on the incident).