Duplicate Survey Notification after responding a Survey

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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:

    Remedy Service Management


    COMPONENT:

    BMC Service Request Management


    APPLIES TO:

    BMC Remedy Service Request Management 8.x/9.x



    PROBLEM:

    Steps to Reproduce:
    1) Wait the Survey Notification Email after the Service Request is "Completed".
    2) Respond to the Survey.
    3) In few minutes, you will receive a notification gain requesting the user to complete the survey.

    User-added image


    CAUSE:

    Defect# SW00503688


    SOLUTION:

    This issue is reported as Defect#SW00503688 in system.  

    Root Cause:
    The filter "
    SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!" fires repeatedly because there is no status check configuration for the Survey. The Status of the Survey "SRM:Survey" record starts with "New" and once the Survey notification is sent, it changes the status to "Processed"

    Solution:
    - Create an Overlay of filter "SRM:SRV:ModifySurvey_OnSubmit_805_NotificationGenerator_PNPC`!"
    - Update the Run If Qualification from
    ('Survey_e-Mail_Address' != ) AND ('z1D_Comment1' != ) AND ('Person ID' != ) AND ('SurveySendStatus' = "SEND")

    to

    ('Survey_e-Mail_Address' != ) AND ('z1D_Comment1' != ) AND ('Person ID' != ) AND ('SurveySendStatus' = "SEND") AND ('Status*' = "New")

    This issue is already addressed in 9.1 SP1


    Article Number:

    000118951


    Article Type:

    Solutions to a Product Problem



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