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The Pulse blog shares experiences from BMC Customer Support on topics that are trending in application support.  Our goal is to share insights on how to understand features, investigate when there are issues, and get the most out of the solution.   Last month’s blog discussed – Resolving issues creating fulfillment application tickets.   In this blog post, we will explore the Survey functionality in Service Request Management.

 

Introduction: -

Customer Satisfaction Index is seen as a key performance indicator within business and is often part of a Balanced Scorecard. Customer satisfaction is also important when evaluating the service IT provides to “Internal” customers.  The value of IT is in addressing the needs and obstacles of users so they can focus on delivering business value for the organization and surveys provide a method of measuring this performance. Within organizations, the collection, analysis and dissemination of these data sends a message about the importance of tending to customers and ensuring that they have a positive experience with the company’s goods and services. To measure this KPI BMC Service Request Management has provided survey functionality.

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In BMC Service Request Management (SRM) when End Users log a Service Request (SR) it creates fulfillment tickets - Incidents, Work Orders and Change Requests. When any of these tickets changes to the status ‘Resolved’ the Service Request status changes to Completed. The end user who has logged the SR should get a chance to evaluate the performance of the Help Desk representative who has handled that particular request.  Most of the companies use this for measuring overall performance of their IT department. So surveys can be a key factor in IT prioritization and dependent decisions so they are configurable in SRM. This document consolidates most of the information that is available related on Surveys from configuration to troubleshooting.

 

Documentation: -

These are some of the links of material already documented:-

· Adding surveys to an SRD

· Submitting a request survey

· Configuring survey questions

· Defining behavior rules for surveys

· Localizing surveys in an SRD

· Viewing metrics about an SRD

 

There is an important configurable option in SRM surveys known as “Last Surveyed Days” and  we are asked many questions on how does it work and what the logic behind it is.- The actual logic behind the 'Last Surveyed Days' field is the number of days between surveys sent to a specific company. Even if there are multiple customers who have logged multiple Service Requests, the next survey being sent will be dependent upon the Company rather than the individuals. Even if there is multi-tenancy set up, this configuration is dependent on the Company (As seen from screenshot below). So in that case as well, you will have to provide the company name when you are trying to configure Last Surveyed days.

The idea behind this design is to make the use of survey meaningful and not spam the end user’s E-mail box with the survey request for every request submitted by them.  Sending surveys less frequently is a better measure of performance because users are more likely to fill out the survey.

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Survey request sent to the user is dependent only on the closed requests. E.g. Consider “Last Surveyed Days” being set to 5. If a survey is sent today after a closed request, then application will ignore all closed requests for next 5 days and will send a survey request again for the next

closed request after the 5 days. If there are no closed SRs on the 6th day, it will wait for the next closed SR to send out the survey and restart the counter. It does not matter if there was any closed request or not in the 5 day interval set in application after sending a survey today. The system starts the count from the day the survey request is sent by the SRM application and is *not* dependent on when the user responded. Also, surveys will be sent even if the user does not respond or has never responded to the similar request in the past. The workflow logic does not check for the user response to the survey.

 

Survey with and without SRM: -

Incident Management 7.6.04 alone has the ability to send out surveys after a request has been resolved (Incident or Change).  However, this function changes a little when you have Service Request Management 7.6.04 installed.

When you don’t have SRM installed, surveys for Incident Management can be setup as mentioned out in the BMC Remedy ITSM 7.6.00 Configuration Guide, page 440.  As there is no online documentation link of the same, I will copy and paste the contents here –

Use the Request Rules form to set up rules around auto-close of requests surveys on a per-company basis.

NOTE: - You must have Requester Console Config or Requester Console Master Permissions to access this form

To configure request rules: -

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Requester Console > Requester Console Options > Rules, and then click Open. The Request Rules form appears.
  3. To modify an existing rule, search for it. The BMC Remedy ITSM installation includes global request rules, which apply to all companies. For the global request rules, the company is specified as Global.
  4. Select the company to which this rule applies.
  5. Select the status. Define survey rules: Enable Survey. Select “Yes” if you want requester to receive surveys after their requests have been resolved.
  6. Last Surveyed Days. To encourage participation in surveys and avoid overloading requester with too many surveys, select the number of days between the distributions of surveys. For example, if you select 7, seven days will elapse before the next survey is distributed.
  7. Optionally enter a description.
  8. Click Save.

With SRM, the survey functionality is overwritten and there is a new workflow which is introduced and you can find the details in section “Documentation” of this blog on how to configure survey when you have SRM installed.

 

Troubleshooting Survey Issues: -

If you encounter issues with surveys, try these steps to investigate:
Ensure that surveys have been enabled within BMC Service Request Management. In the Application Administration Console, select Custom Configuration tab >Service Request Management > Advanced > Preferences.

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For the -Global- record or your company-specific record, make sure that the Enable Surveys field is set to ‘Yes’. Also, make sure that the ‘Last Surveyed Days’ field is set as you would like (a value other than zero means that surveys are sent at most every N days).

 

If surveys are not being generated, verify within the service request definition (SRD) that surveys are enabled.

 

If you are creating incidents, changes, work orders on the front-end, make sure that the rules for each application have “Create Request on Submit” set to Yes.

Use filter logging to verify that surveys have been enabled. The following two filters should run successfully if surveys are enabled.

 

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For issues with viewing surveys in BMC Remedy Mid-Tier, check the AR System

User Preferences form > Advanced tab > Default Form View, and make sure a value such as “Management” is not there. It is perfectly fine if you don’t see any entry in the field mentioned above. This leads users seeing a blank form when they attempt to respond to a survey request.

 

This knowledge article on troubleshooting the Survey mechanism in earlier versions also applies to later releases including version 8.1- Troubleshooting the survey mechanism in ITSM 7.0

For version 7.6.04 see this knowledge article on a Known issue related to display of the survey questions - When users click on the link for the Surveys in the e-mails from SRM, only Question 1 is enabled. Questions 2-4 are all set to disabled.

In case of defects, it is always advisable to upgrade to the latest service packs and versions that address them.

I hope this article is useful to understand how the Survey functionality works, the role it performs in day to day business, and how to investigate if issues occur related to Surveys.  Please share your feedback, experiences, and thoughts by adding comments below.

Also note that you can use Ideas in Communities to submit and vote on features that you would like to see in the product.