DWP- How do we enable new smiley survey for Default Incident SRD?

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Digital Workplace Advanced


    COMPONENT:

    BMC Digital Workplace Basic


    APPLIES TO:

    All DWP Version



    QUESTION:

    If we create an Incident manually in ITSM/Smart IT , how can we configure DWP Single question survey for such Incidents?
    Whenever such Incidents are resolved a survey should be sent to requester from DWP (Single question survey with smiley)


    ANSWER:

     

    1. Make sure that the Incident Rule "Create Request on Submit" is enabled in ITSM Application Administration Console.

    2. Create a single question survey in SRM.

    3. Open "Service Desk Incident" SRD  in SRD: ServiceRequestDefinition form, and select the single question  Survey . This SRD is default SRD which is used by system to create Request for a manually created Incident and it is in draft.

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    4. Enable the survey in the DWP admin console at "dwp/admin/catalog/survey-config.html".

      
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    5. Enable "Feedback Survey" and "email notification for survey", in DWP Universal client Preferences for user at dwp/app/#/user-profile

      
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    6. Submit the Incident in SmartIT or ITSM and It will create Service request and display the request in DWP. 

    Now when we complete the Incident from Smart IT / ITSM, It will update the status of request in DWP and send Survey notification in DWP.  See screenshot below for Survey in request, bell notification and email notification

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    Article Number:

    000188891


    Article Type:

    FAQ/Procedural



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