Use > Survey > Service Manager Survey > SM Survey user tasks > Send a survey from a record

Send a survey from a record

User roles: Service Desk Agent

Once your administrator has set up HTML Email (JavaMail) and configured the survey portal and survey portal URL, you can manually send a survey from a record at any state in one of the following modules:

  • Interaction
  • Request
  • Incident
  • Problem
  • Change
  • Configuration Item

To manually send an SM survey from a record, follow these steps:

  1. Open a record. For example, open an interaction record.
  2. Click More > Send Survey to display the Manual Customer Survey interface.
  3. In the Survey Template field, click Fill to select the appropriate survey template.

    Tip SM Survey provides an out-of-box sample survey template with sample questions. In a testing environment, you can use this template for testing purposes.

  4. Click Fill to select one or more recipients from the list.

    Note If you manually enter recipients, auto-complete is supported for recipient names. If you enter an invalid recipient name, the recipient is skipped when you send the survey.

  5. Click Preview to preview the survey before sending, and then click Back.
  6. Click Send.

    A confirmation dialog opens.

  7. Click Yes to send the survey to the selected recipients.

The specified recipients receive an email notification, which contains a survey link and instructions on how to respond to this survey.

Related topics

Service Manager Survey

Related topics

Set up HTML Email for SM surveys

Select a survey portal

Specify the survey portal URL

Use a rule set to send surveys