How to configure survey for service request created from Incident Submit in SRM

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    PRODUCT:

    BMC Service Request Management



    QUESTION:

    How to configure survey for service request created from Incident Submit in SRM


    ANSWER:

    1) How to configure survey

    A: Configure Incident Management to create requests in SRM

    -Open the Application Administration Console
    -Select the Custom Tab
    -Go to Incident Management > Advanced Options > Rules
    -Search for your company record
    -Set “Create Request on Submit” to Yes 


    B: To define survey rules

    1. From the Application Administration Console, click the Custom Configuration tab.
    2. From the Application Settings list, choose Service Request Management > Advanced > Preferences, and clickOpen.
    3. From the Request Preferences form, click the Surveys tab.
    4. Select Global or the specific company to which this rule applies.
    5. (Optional) Enter a description.
    6. In the Status field, select Enabled if you want this request preference entry to be enabled; otherwise, select a different status.
    7. Define survey rules:
    • Enable Survey — Select Yes if you want requester in the company to receive surveys after their requests have been completed.
    • Last Surveyed Days — Specify the minimum number of days that must pass before the next survey is sent.
    For example, if you enter 5, no survey will be sent for 5 days after the last survey was sent. Starting on the sixth day, a survey will be sent when the next service request is completed. Entering 0 specifies that a survey is sent every time a service request reaches the Completed status. 
    8. Click Save.

    C: Configure Survey for SRM Incident SRD

    -From the home page, go to Applications > Service Request Manager > Service Catalog Manager Console
    -Under Console view Select All
    -Uncheck all search criteria except Title
    -Search on Service Desk Incident
    -Select “Service Desk Incident” and click view
    -Click the Service Request Tab and select a survey
    -Click Save

    2) When End Users log a Incidents it will generate Service Request (SR) , When incident changes to the status ‘Resolved’ the Service Request status changes to Completed. Then the survey will be triggered 
    3) This is a global setting and will be applied to all the incidents 


    For more information please refer following 
    https://docs.bmc.com/docs/display/public/srm81/Defining+behavior+rules+for+surveys

    https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/11/29/the-pulse-survey-frequency-and-investigation-in-service-request-management


    Article Number:

    000114520


    Article Type:

    FAQ/Procedural



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