Symantec Management Platform (Notification Server)

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  • 1.  Customizing the Satisfaction Survey

    Posted Mar 05, 2009 11:07 AM

    I can find almost no information on the web or the documentation on Customizing the Satisfaction survey in the helpdesk solution.  There are great tools for the email templates, but nothing on the surveys.  I would assume that this is something a lot of people would like to do, so I am a bit surprized there seems to be no tools or directions.

    Does anyone have any insights?



  • 2.  RE: Customizing the Satisfaction Survey

    Posted Mar 05, 2009 11:13 AM

    In the Altiris knowledge base there is an article on this  # 44217. Hope this helps, Anthony

     

    Question
     
      How do I customize the Satisfaction Survey in Helpdesk 6.0 SP5?

     


    Answer
     
      Because of enhanced security implementations of existing Email clients, the ActiveX components to run the Satisfaction Survey within the emails of Helpdesk SP4 are rendered useless.  Helpdesk 6.0 SP5 created a new Email Template that routes to a URL to perform the Satisfaction Survey instead of doing the survey within the email. The following is a discussion as to how to customize that webpage that SP5 uses to meet the customization needs that were provided in SP4.

    Copy the SatisfactionSurvey.ascx file from Templates to a Custom Folder (<Install Folder>:\Program Files\Altiris\Helpdesk\AeXHD\Custom).  Open the copy of the file for editing.

    There are two sections of the file you will need to be concerned with, namely the presentation of the web page, and then the writing the data back to helpdesk.  The bottom of the file, which I will call the AppWeaver Section, deals with the presentation of the web page.

    AppWeaver Section

    <v:shapetype coordsize="21600,21600" o:spt="67" adj="16200,5400" path="m0@0l@1@0@1,0@2,0@2@0,21600@0,10800,21600xe" id="_x0000_t67"><v:stroke joinstyle="miter"></v:stroke><v:formulas><v:f eqn="val #0"></v:f><v:f eqn="val #1"></v:f><v:f eqn="sum height 0 #1"></v:f><v:f eqn="sum 10800 0 #1"></v:f><v:f eqn="sum width 0 #0"></v:f><v:f eqn="prod @4 @3 10800"></v:f><v:f eqn="sum width 0 @5"></v:f></v:formulas><v:path o:connecttype="custom" o:connectlocs="10800,0;0,@0;10800,21600;21600,@0" o:connectangles="270,180,90,0" textboxrect="@1,0,@2,@6"></v:path><v:handles><v:h position="#1,#0" xrange="0,10800" yrange="0,21600"></v:h></v:handles></v:shapetype><v:shape fillcolor="#c0504d [3205]" strokecolor="#f2f2f2 [3041]" strokeweight="3pt" type="#_x0000_t67" style="margin-top: 33.75pt; z-index: 1; margin-left: 422.25pt; width: 41.25pt; position: absolute; height: 46.5pt;" id="_x0000_s1026"><v:shadow on="t" color="#622423 [1605]" opacity=".5" offset="1pt" offset2="-1pt" type="perspective"></v:shadow></v:shape><v:shapetype o:preferrelative="t" filled="f" stroked="f" coordsize="21600,21600" o:spt="75" path="m@4@5l@4@11@9@11@9@5xe" id="_x0000_t75"><v:stroke joinstyle="miter"></v:stroke><v:formulas><v:f eqn="if lineDrawn pixelLineWidth 0"></v:f><v:f eqn="sum @0 1 0"></v:f><v:f eqn="sum 0 0 @1"></v:f><v:f eqn="prod @2 1 2"></v:f><v:f eqn="prod @3 21600 pixelWidth"></v:f><v:f eqn="prod @3 21600 pixelHeight"></v:f><v:f eqn="sum @0 0 1"></v:f><v:f eqn="prod @6 1 2"></v:f><v:f eqn="prod @7 21600 pixelWidth"></v:f><v:f eqn="sum @8 21600 0"></v:f><v:f eqn="prod @7 21600 pixelHeight"></v:f><v:f eqn="sum @10 21600 0"></v:f></v:formulas><v:path o:extrusionok="f" gradientshapeok="t" o:connecttype="rect"></v:path></v:shapetype>

    Adding Radio Buttons:

    Copy and paste a RadioButtonList Section.

    Change the id to something unique.  Change the Label to be the text you would like to be displayed on the website the user sees.

    <aw:RadioButtonList ID="rblCustomradio" Label="Custom Radio in Survey" RunAt="server" RepeatDirection="Horizontal" Width="200px" >

          <asp:ListItem Value="1" text="" />

          <asp:ListItem Value="2" text="" />

          <asp:ListItem Value="3" text="" />

          <asp:ListItem Value="4" text="" />

          <asp:ListItem Value="5" text="" />

    </aw:RadioButtonList>

    Adding Text Fields:

    Copy and paste a TextBox section.

    Change the id to something unique.  Change the label to be the text you would like to be displayed on the website the user sees.

    <aw:TextBox id="tbCustomtext" runat="server" Label="Custom Text in Survey" Height="100px" Width="350px" Multiline="true" LabelPosition="top" ></aw:TextBox>                        

    Updating Information that is placed back in the Helpdesk Incident

     

     

     



    Radio Buttons:

    Copy and paste a one of the if..then blocks like shown in the graphic above.  I will use the first one on the list.  Change the rblOverallExperience in your copied text to the unique id you used in the AppWeaver section.  Remove the ResourceManager.GetString(…) and replace with the text you would like to use as headers in the incident to label the data in double quotes.

          if Not rblCustomradio.SelectedItem is nothing then

                nvpairs.AppendFormat(fmtnvpair, "Custom Title for Radio to be added into Incident", rblCustomradio.SelectedItem.Value)

                foundAnswer = True     

          end if

     

    Text Fields:

    Copy and paste a one of the if..then blocks like shown in the graphic above.  I will use the tbComments on the list.  Change tbComment in your copied text to the unique id you used in the AppWeaver section.  Remove the ResourceManager.GetString(…) and replace with the text you would like to use as headers in the incident to label the data in double quotes.

          if tbCustomtext.text <> String.Empty then

                nvpairs.AppendFormat(fmtnvpair, "Custom Title for Text in Incident as part of Survey", tbCustomtext.text)

                foundAnswer = True     

          end if

    Setting Helpdesk to Use new SatisfactionSurvey.ascx

    In order to use your new SatisfactionSurvey.ascx, you will need to place a Custom.config file into the C:\Program Files\Altiris\Helpdesk\AeXHD\winuser.  The Custom.config file will need the following:

    <?xml version="1.0" encoding="utf-8" ?>
    <custom.configuration>
       <files path="~/Custom/">
          <file id="SatisfactionSurvey" file="SatisfactionSurvey.ascx"/>
       </files>
    </custom.configuration>

    NOTE: The preceding instructions assume that no customizations have already been implemented to the Winuser Console and provide a template override to hide the Satisfaction Survey template. For customers that already have a custom.config in the Winuser folder, these customizations will need to be merged with your existing customizations. As with all other changes, we recommend performing a backup before you begin.



  • 3.  RE: Customizing the Satisfaction Survey

    Posted Mar 09, 2009 02:27 PM

    We run multiple queues for our service desk.  we've been asked to have surveys for each queue (IT, HR, Facilities).  has anyone been able to do this?

    We currently have one for the IT (default).

    thanks!

    z