This value indicate that a survey will be sent to an user once every 30 days when a service request reaches is completed.
You can so put it to 14.
The actual logic behind the 'Last Surveyed Days' field is the gap between number of days between two surveys sent to a specific company (any customer/user in this company who submitted request)
The idea behind this logic is to make survey meaningful and not spam the users mailbox with the survey request for every request submitted.
However, this logic is not based on number of incidents submitted by a company or an individual user.
Survey request sent to the user is only dependent on the closed requests.
For example, 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 first closed request from the 6th day.
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 start the count from the day the survey request is sent by the SRM application, and is "not" dependent on when the user responded.
Also, survey will be sent even if the user does not respond (or) has never responded in the past. The workflow logic does not check for the user response to the survey.
Probably this blog will help?
Thanks Rahul for your prompt reply. which filed in remedy capturing the user responded time. Is it Status-History.Responded.TIME (Status-History.Responded.TIME) - 20 ?. the problem i am facing is while taking report from midtier from the form SRM:SurveyRequest_Join i am not able to see this Responded.TIME field in the Additional filter.I need to run report from midtier on the responded.time condition.But i am able to find this .Responded.TIME filed while running the report through user tool.Could you please help me on this.
The Status-History.Responded.TIME is not accessible in mid-tier report, you have to add it into your join form into a separate field then use it in the report.
I have seen similar field in incident managment module and used it. On your case, I gues this field should be
" status.history.responded.time " . Make sure it is added to the join form.
Can any help me how to perform custamization on this.
Thanks in Advance!