We have some users they do not know how to go to use the survey from Altiris Servicedesk, please see attachment.
Is there a way to send the user a survey for the ticket without having to go through all of thest steps (more user friendly)?
How many days of survey they allow the users to take the survey?
Thanks
Lillian
Attachment(s)
In Process Manager there are the Profile Properties for SD.
Admin | Data | Application Properties
ServiceDeskSettings
Click on SDS and scroll down to "Category: Incident Management"
There is a propery called
Alex already specified the variable for the timeout. To answer your question regarding making it more user friendly and making the survey email based, one option you have is expanding the email monitor workflows to look for a survey email and pass it along to the customer survey workflow and process the results there. This would require some knowledge of workflow but it's certainly feasable.
Lillian Lian if you need more details about Customer Satisfaction Survey you also can check Symantec™ ServiceDesk 7.5 Implementation Guide (http://www.symantec.com/docs/DOC5722). About the Customer Satisfaction Survey. pg. 186. Good comments Justin and Alex.
Just to be clear, the process in Word document as well as the setting Alex pointed out is about resolution confirmation stage, not the survey.
Other Articles that might be of interest
Creating a ServiceDesk Customer Satisfaction Index (CSI) Webpart https://www.symantec.com/connect/articles/creating-servicedesk-customer-satisfaction-index-csi-webpart
How To Go Straight To The Customer Survey https://www.symantec.com/connect/articles/how-go-straight-customer-survey
That was so that if changed to 0 it would go straight to closed which would then apply the survey if applicable.