There is a Ticket/Survey relationship. The 2 should be linked when the survey is submitted. You then "should" be able to configure a rule to populate the fields if they have the same name.
I setup the relationship between the ticket and the surveys and did a rule on the survey to copy all fields on linked item create. This still isn't populating the information and the rule doesn't show that it ran even. I went into the impact analysis on the survey and it does have the ticket on that page. Did I miss something?
Hmmmm, since the rule is on the survey it can only work when the ticket gets updated as that is the trigger needed. You may have to configure a rule on the ticket to react to the survey getting created and cause it to update the ticket, then the rule on the survey should run if it's based on a linked ticket getting updated.
I got this working once, but there is a bug with survey link controls as soon as I edited the link control the linked fields stopped carrying over.
I still haven't come up with a good way of triggering the fields to come over. I can get this to work (for most fields) if I go back and edit the original ticket but without doing that I can't get anything to be copied. I opened a request about this and they basically said that is the way the product is for now. Anyone else have a good idea or able to make this work?
You "should" be able to force an update of the Ticket via a rule which the Survey rule would then react to. Try an "On linked record create" rule, or have a time based rule that reacts a few minutes after the link happens.
I think I tried that. Here is a copy of the rule I have on the ticket side. Does this look correct? It shows it has never ran.
I have pretty much the same rule on the Survey side but instead of Linked Item create it's Linked Item update and that is what copies the fields over when the ticket is updated. The only issue I have with a time based is I don't know when the survey was actually taken and once we get thousands of requests in I don't want to keep having a rule to update them all. Maybe there is a flag you could set once the survey has been taken to stop the time based rule but you would still have the same problem for requests that never had a survey sent. All just seems a little hard for something that was so easy before.
Thanks for any help or suggestions you might have.
You seems that it worked for you at the end, could you help me with it, I have added the link control on each form (Survey and Ticket ) and the both are getting linked, but what I need is to have an email sent to the ticket Assignee with the ticket number and survey answers when the survey is created :/
The fields are not getting copied unless I manually update the ticket, how did you create a rule to force the ticket to be updated and copy the fields to the survey form
I have a rule in the ticket to be triggered on Linked Item Created and action to copy all fields
and another one in the survey : on linked item updated and action to copy all fields, is this correct or I need to do something else ?
Thank you in advance
I think you might be having the same problem I am. When you say manually update the ticket do you mean you are going into the ticket and adding something to the description and saving it? If that is triggering the fields to get copied over that is where I'm at, I don't have a fully "automatic" way of copying the information over. What you are describing sounds pretty much what I setup but I didn't try to email the agent when the survey was completed because we have reports they can check on for it.
Are you getting any fields to copy over or are you having to use copy and paste to get that information in manually?
yes, I need to go into the ticket itself and change something and save it or just save it, this trigger the rule for me :/
Now i have changed some of the business rules but still the same, what I have done:
1) Inside Survey form:
- Created a rule to copy all fields form ticket when survey is created and to send an email to the linked ticket's Assignee
2) Inside Ticket form:
- Created a rule to update the Status of the ticket,
Trigger = On Linked Create : Ticket/Survey:Survey
OR On Linked Update: Ticket/Survey: Survey "I have added this just for testing because the rule is not being triggered when the survey is created, and when I go into the Survey and update it manually the rule is getting triggered"
Criteria = Generic Linking: Any : Ticket/Survey: Survey
and Feedback = Dissatisfied
Action = Set Field Data : Status = Reopen
and Send Email to Assignee and Client
The fields I think now is getting copy successfully but now I need the rule to get triggered once the survey is created, as I need to do an action depends on the survey result :/
Any idea how I can fix this, or do a work arounf to force an update on the survey ?
I don't recommend re-opening Closed tickets. I would send a survey when you're sure the issue is closed. I have created a Completed status which emails the customer letting them know they have a set amount of time to respond before the status automatically changes from Completed to Closed. (Think of this as a pre-survey to ensure that you won't send a survey if there is still a problem).
This rule would copy fields from the survey to the ticket. Not sure that's what you want here.
Has there been any new ideas about this? It would be great if the survey that was sent to the customer had the short description on the title, or was able to grab fields that could later be reported on. Is there an idea associated with this question?
2 of 2 people found this helpful
David Coggeshall What news are you waiting for? Are you having some trouble getting this to work? There are some suggestions in this discussion. I also have a very basic video on this topic here: Engage Tips and Tricks: Copy Incident Information to Surveys