1 Reply Latest reply on Dec 26, 2014 3:44 AM by Raju Mangali

    SRM:Survey has multiple survey records for single Request

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      Hi,

       

      We are using Remedy 7.5.00 patch 004 version.

      SRM 7.6.00 patch 001

      Incident Management 7.6.00 patch 001

       

      We have settings in Application Administration Console >>Service Request Management >> Advanced >> Preferences as

      Last Surveyed Days to 0. Means for every request survey will be generated.

       

      However, we observed that for single request, there are multiple records created in SRM:Survey.

      Even in few cases, survey records are created with the same information in each field except survey ID.

       

      User receives only one email for providing feedback. However, in system there are 2 records created for survey.

       

      This is causing lot of problems to generate survey report at our third party reporting tool.

       

      Can anybody help to resolve this issue. Why there are multiple records getting created for single request.

       

      I have taken this sample data from database query from SRM:Survey form.

       

         

      Survey_IDSubmitted_ByCreate_dateAssigned_toLast_modified_byModified_dateStatus_Short_DescriptionAssignee_GroupsLocaleInstanceIdDisplay_LocaleVendor_Assignee_GroupsRecord_SchemaOriginating_Request_IDCase_DescriptionQuestion_1Question_2Question_3Question_4Question_1_RatingQuestion_2_RatingQuestion_3_RatingQuestion_4_RatingComment_1Comment_2Comment_3Comment_4Request_Type_UnknownUserDataTagsSurvey_e_Mail_AddressOriginating_Request_InstanceIDLast_Surveyed_DateSurvey_Name1CSQ_Instance_IDz1D_Char3Companyz1D_Char2Q1_1Q1_1_10Q2_1_10Q3_1_10Q4_1_10Q5_CloseSRQ5_ReopenSRLogin_IDPerson_ID
      SRV000000150809abc1371105929NULLabc13711909211x;0;en_USAG005056AD0016iWq5UQDAaLPAgMRQNULL;0;NULLREQ000000199119Nx8.0 software installation Was the service provided timely?Was the problem solved to your satisfaction?Was the technician knowledgeable?Was the technician courteous?0000NULLNULLNULLNULL3000NULLNULLabc@xyz.comSR005056AD0016oFW5UQJVY5PAPTtP2456458Customer Satisfaction SurveySR001143D417CB7uMERADjsXAgvgDJenxyzenNULL101010100NULLabcPPL000000011143
      SRV000000151161abc1371194345NULLabc13711968411x;0;en_USAG005056AD00166cO6UQBCbQQQZYBZNULL;0;NULLREQ000000199119Nx8.0 software installation Was the service provided timely?Was the problem solved to your satisfaction?Was the technician knowledgeable?Was the technician courteous?0000NULLNULLNULLNULL3000NULLNULLabc@xyz.comSR005056AD0016oFW5UQJVY5PAPTtP2456458Customer Satisfaction SurveySR001143D417CB7uMERADjsXAgvgDJenxyzenNULL101010100NULLabcPPL000000011143