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1 Post authored by: Sidhdesh Punaskar Employee
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Summary: The blog is customization or add-on custom feature to fill the survey for Service Request from SRM via email without logging into BMC Remedy ITSM mid-tier.

 

Prerequisite: You should have service request definition (SRD) to create fulfillment request (does not matter which application request). Also make sure the survey is configured for that company set in particular SRD. Below is the document to configure survey

Setting up surveys and viewing results - Documentation for BMC Service Request Management 9.1 - BMC Documentation

Survey configuration in ITSM 9.1

Also follow the video for more help : BMC Service Request Management 9.1 - How to configure custom survey in SRM - YouTube

 

With conventional way (OOTB), the user received the survey email when Service Request is completed. Again each service request does not generate survey, it is based on configuration to generate survey in specific intervals. However, it is completely different topic. The OOTB survey email looks like below.

 

When user click on web link, it opens survey form in BMC Remedy mid-tier for which user has to login again or has to be logged in.

 

Result of customization: After customization, the user does not have to click on link to open form in remedy mid-tier but can click on button where he can see all survey questions in email and can put rating in email and send that email. The user will also receive confirmation email that survey has been recorded successfully.

 

CUSTOMIZATION:

1. Disable OOTB filter which generates notification of survey.

The filter pushes the data to NTE:SYS-NT Process Control form which is part of ITSM Notification Engine to trigger notifications in different modules. The reason we cannot use this filter is because it would increase customization area where we have to send all 12 (if filled) questions to this staging form and then further to NTE:Notifer form. Instead we will create filter to generate notify action on SRM:Survey form itself so that we can pass all the values from same filter to reduce efforts.

 

OOTB filter: SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!

 

2. Create custom filter to generate notify action along with HTML template.

Surveyemailfilter.def

Filter name: SurveyWIthTemplate

Associated Forms: SRM:Survey

Execution Option: Enabled | Modify | 805

Run If qualification: ('Survey_e-Mail_Address' != $NULL$) AND ('z1D_Comment1' != $NULL$) AND ('Person ID' != $NULL$) AND ('SurveySendStatus' = "SEND") AND ('Status*' = "New")

Action: Notify

Mechanish: Email

User: $Survey_e-Mail_Address$

Subject: Survey Notification for - $Originating_Request_ID$

Text: Please fill the survey

Fields: Selected :   Survey ID

                              Originating_Request_ID

                              Question 1

                              Question 2

                              Question 3

                              Question 4

                              Question 5

                              Question 6

                              Question 7

                              Question 8

                              Question 9

                              Question 10

                              Question 11

                              Question 12

 

Content Template: SRM Template

Save the filter. - I have already attached the def file of this filter in the blog.

 

3. HTML template 1 - SRM_Survey.html which contents link to open survey questions and where user can put ratings.

HTML Content: SRM_Survey.html

 

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml">

<head>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

<title>SRM Survey Fill in Template</title>

</head>

<body bgcolor="#dbe5eb" marginheight="0" marginwidth="0" link="#004376" alink="#004376" vlink="#004376" text="#000000">

<table width="100%" height="100%" border="0" cellspacing="0" cellpadding="30">

  <tr>

    <td valign="top" align="center"><table width="585px" border="0" cellspacing="0" cellpadding="0" bgcolor="#ffffff">

         <tr>

           <td height="43"><table width="100%" border="0" cellspacing="12" cellpadding="0" bgcolor="#f7f9fa">

               <tr>

                 <td width="50%" align="left"><font face="Tahoma, sans-serif" color="#004376" size="3"><strong>Survey Notification</strong></font></td>

               </tr>

             </table></td>

        </tr>

        <tr>

          <td> Please fill the survey by clicking on link.</td>

        </tr>

       <tr>

          <td> </td>

        </tr>

        <tr>

          <td><table width="100%" border="0" cellspacing="8" cellpadding="0">

              <tr>

                <td><table width="100%" border="0" cellspacing="7" cellpadding="0" bgcolor="#e0e0e0">

                    <tr>

                      <td width="11%"><strong><a href="mailto:#$18087$#?subject=Survey for #$$Originating_Request_ID$$#&amp;body=#DO NOT MODIFY FOLLOWING TEXT#%0AAction:Modify%0AServer:$SERVER$%0ASchema:SRM:Survey%0ARequest%20ID:%20#$$Survey ID$$#%0AStatus*!7!:1%0A#Please input survye value ranging 1 to 10 for available questions.#%0A##$$Question 1$$##%0AQ1-1-10!1000000102!:%0A##$$Question 2$$##%0AQ2-1-10!1000000103!:%0A##$$Question 3$$##%0AQ3-1-10!1000000104!:%0A##$$Question 4$$##%0AQ4-1-10!1000000105!:%0A##$$Question 5$$##%0AQ5-1-10!304308430!:%0A##$$Question 6$$##%0AQ6-1-10!304308440!:%0A##$$Question 7$$##%0AQ7-1-10!304308450!:%0A##$$Question 8$$##%0AQ8-1-10!304308460!:%0A##$$Question 9$$##%0AQ9-1-10!304308470!:%0A##$$Question 10$$##%0AQ10-1-10!304308480!:%0A##$$Question 11$$##%0AQ11-1-10!304308490!:%0A##$$Question 12$$##%0AQ12-1-10!304308500!:%0AResult Template:SurveyResult%0A##Modify##:"><font face="Tahoma, sans-serif" size="2">Fill Survey email</font></a></strong></td>

                      <td width="39%"> </td>

                      <td width="34%" align="right"><strong><a href="$HOMEURL$/forms/$SERVER$/SRM%3ASurvey"><font face="Tahoma, sans-serif" size="2">Launch Survey Form</font></a></strong></td>

                    </tr>

                  </table></td>

              </tr>

            </table></td>

        </tr>

      </table></td>

  </tr>

</table>

<input type="hidden" name="Action" value="Modify">

<input type="hidden" name="Server" value="$SERVER$">

<input type="hidden" name="Schema" value="SRM:Survey">

<input type="hidden" name="Request ID" value="#$$Survey ID$$#">

<input type="hidden" name="Question 1" value="#$$Question 1$$#">

<input type="hidden" name="Question 2" value="#$$Question 2$$#">

<input type="hidden" name="Question 3" value="#$$Question 3$$#">

<input type="hidden" name="Question 4" value="#$$Question 4$$#">

<input type="hidden" name="Question 5" value="#$$Question 5$$#">

<input type="hidden" name="Question 6" value="#$$Question 6$$#">

<input type="hidden" name="Question 7" value="#$$Question 7$$#">

<input type="hidden" name="Question 8" value="#$$Question 8$$#">

<input type="hidden" name="Question 9" value="#$$Question 9$$#">

<input type="hidden" name="Question 10" value="#$Question 10$$#">

<input type="hidden" name="Question 11" value="#$$Question 11$$#">

<input type="hidden" name="Question 12" value="#$$Question 12$$#">

</body>

</html>

 

I have also attached this template in blog as well.

 

4. Second HTML template to send confirmation email for survey

HTML Content: Survey Result.html

<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">

<html xmlns="http://www.w3.org/1999/xhtml">

<head>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

<title>Survey Form Email Tempalte</title>

</head>

<body bgcolor="#dbe5eb" marginheight="0" marginwidth="0" link="#004376" alink="#004376" vlink="#004376" text="#000000">

<table width="100%" height="100%" border="0" cellspacing="0" cellpadding="30">

  <tr>

    <td valign="top" align="center"><table width="585px" border="0" cellspacing="0" cellpadding="0" bgcolor="#ffffff">

        <tr>

          <td height="43"><table width="100%" border="0" cellspacing="12" cellpadding="0" bgcolor="#f7f9fa">

              <tr>

                <td width="50%"><font face="Tahoma, sans-serif" color="#004376" size="3"><strong>Survey Confirmation</strong></font></td>

              </tr>

            </table></td>

        </tr>

        <tr>

          <td> </td>

        </tr>

        <tr>

          <td><table width="100%" border="0" cellspacing="15" cellpadding="0">

              <tr>

                <td><font face="Tahoma, sans-serif" size="2"><strong>Your survey has been successfully recorded.</strong></font></td>

              </tr>

            </table></td>

        </tr>

      </table></td>

  </tr>

</table>

</body>

</html>

 

This template is also attached in blog.

 

IMPLEMENTATION:

 

After disabling OOTB filter - SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!, import below def file.

Surveyemailfilter.def

 

Then go to "AR System Email Templates" form in mid-tier.

Create two new records.

1. Template Name = SRM Template

And add SRM_Survey.html in attachment section and save the record.

 

2. Template Name: SurveyResult

Add attachment Survey Result.html

Then you need to make sure, you configure Email Mailbox for incoming as per docs.

Configuring advanced incoming mailbox properties - Documentation for Remedy Action Request System 8.1 - BMC Documentatio…

Email Action : Parse

Reply with Result : Yes

Enable Modify Actions: Yes

 

Restart the email engine.

 

OUTPUT:

When you get survey email, it looks like below.

 

When you click on Fill Survey email - it will pop up another email like below

Then you can add ratings like below and then send the email.

 

After survey is completed, you will receive confirmation email like below.

 

To confirm if values are updated or not, I generated AR System report on all field on SRM:Survey form.

 

Please do try this and let me know if any modifications required? I am open for any suggestion.

 

Remedy ITSM

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