Set up surveys for the Service Desk chat module

You can define a Process Designer rule set for the Service Desk chat module and add it to the Closure phase of the Service Desk Chat workflow to trigger a rule-based survey. When a Service Desk chat record enters the Closure phase, ITSMA Service Management automatically sends a survey email to the end user.

To use a rule set for rule-based surveys from the Service Desk chat module, follow these steps:

1. Log on to Service Management as a system administrator.
2. Go to Tailoring > Process Designer > Rule Sets.

3. In the ID field, type send.survey.

4. Click Search.
5. Click More > Clone to copy the rule set to a new one.

6. Rename the rule set and save it. For example, save it with the following attributes:

   • ID: send.survey.sdc
   • Name: send survey for Service Desk chat request
7. Select the rule description, and then click Edit Rule/Group.

8. (Optional) Click Edit under the Condition field, and then specify a condition that applies to rule-based surveys sent from the module. For example, set the RAD expression to true means always run this rule.

9. Update the JavaScript as follows:

   vars["$survey.template"]=lib.SurveyTemplateHelpers.getDefualtTemplate4SingleSurvey(record, true);
   vars["$survey.users"]=[];
   vars["$survey.users"].push(record["contact"]);
   
   lib.SurveyTemplateHelpers.sendSurvey(record, vars["$survey.users"], "sdchat");
   

   Note The JavaScript needs to define recipients and a survey template for the survey.

10. Click OK to save your changes to the rule set, and then click Save & Exit.
11. Go to Tailoring > Process Designer > Copy Existing Workflow, and then click Service Desk Chat in the list.

12. Rename the copied workflow and save it. For example, save it with the following attributes:

    • New workflow name: copy of Service Desk Chat
    • Select the Copy rule sets? check box.
    • Rule set prefix: copy of
13. Click OK to save your changes.

14. Click Tailoring > Document Engine > Objects.

15. In the File name field, type sdchat.
16. Click Search.

17. Change the value in the Workflow field to copy of Service Desk Chat.

    

18. Click OK to save your changes.
19. Go to Tailoring > Process Designer > Workflow, and then open copy of Service Desk Chat.
20. Select the Closed phase.

21. Go to Rule Sets tab > After successful enter tab, and then click Add to add the send.survey.sdc set to the selected phase. See the following screenshot for an example.

    

22. Click Save.