SM Survey setup

SM surveys fall into three categories:

• Manual surveys: surveys that the user manually sends from the Send Survey option in a record. For more information, see Send a survey from a record.
• Scheduled surveys: surveys that the user creates and then the system automatically sends out based on a scheduler. For more information, see Create an SM survey for a module.
• Rule-based surveys: surveys that are automatically triggered by a rule set specified in a Process Designer workflow. For more information, see Use a rule set to send surveys.

You need to configure these types of SM surveys differently.

Common configurations

All types of SM surveys require the following configurations:

• The HTML Email solution must be set up. For details, see Set up HTML Email for SM surveys.

• The right survey portal must be specified in the System Information Record. For details, see Select a survey portal.

• The survey portal URL must be specified. For details, see Specify the survey portal URL.
• The survey service agent scheduler must be started. For more information, see Start the survey service agent scheduler.

Once these configurations are ready, you can send manual SM surveys from a record by selecting the Send Survey option. However, rule-based and scheduled SM surveys require additional configurations.

Set up HTML Email for SM surveys

User roles: System Administrator

For the SM Survey feature to work, you need to set up HTML Email (JavaMail) by configuring the required emailout parameters. For more information about the emailout parameters, see Emailout parameters in the sm.ini file.

To set up HTML Email, follow these steps:

1. Navigate to the RUN folder of the Service Manager Server.

2. Open the sm.cfg file in a text editor, and add the emailout parameter in the file:

   sm -emailout

3. Open the sm.ini file in the RUN folder, and add the following emailout parameters as well as the queryhashcode parameter:
   

   smtphost:smtp3.mycompany.com
   smtpport:25
   mailFrom:sender@mycompany.com
   queryhashcode:<hostname>:<port>

   Where:

   • smtphost is the name of the SMTP server host for client requests
   • smtpport is the communications port that the SMTP server uses
   • mailFrom is any email address that you want to appear as the sender in the survey emails. The mailFrom parameter must use an email address format, but does not have to be a real email address.
   • <hostname> is the Service Manager Server host name and must be identical to the value specified in the serverHost parameter in the Service Manager web tier configuration file (web.xml)
   • <port> is the communications port of the the Service Manager Server. For example: 13080.

   Tip: Instead of configuring the parameters in the two configuration files, you can also configure all of these emailout parameters in the sm.cfg file:

   sm -emailout -smtphost:smtp3.mycompany.com -smtpport:25 -mailFrom:sender@mycompany.com-queryhashcode:<hostname>:13080

4. Save the files and restart the Service Manager server.

5. Log in to Service Manager, and do the following:

   1. Navigate to System Status.
   2. Make sure that the SMTPMail background process is running. If it is not displayed in the list, click Start Scheduler and double-click the emailout.startup scheduler.

Next, you need to specify your survey portal URL. For details, see Specify the survey portal URL.

Select a survey portal

User roles: Survey Administrator

Service Manager supports the use of one of the following portals for surveys that are based on the internal survey connector:

• Service Manager Service Portal (default): used for sending surveys to Service Manager Service Portal users
• ESS: used for sending surveys to Service Manager Employee Self-Service (ESS) client users
• SRC: used for sending surveys to Service Request Catalog (SRC) users

You need to select the right portal depending on which portal is being used for end users in your organization. To do this, follow these steps:

1. Go to System Administration > Base System Configuration > Miscellaneous > System Information Record.
2. Select the Active Integrations tab.

3. In the SM Portal field, select the right portal from the drop-down list.

4. Click Save.

Specify the survey portal URL

User roles: System Administrator

SM surveys are sent to recipients through an email with a survey link, which is generated based on the survey portal URL. For this reason, you need to specify the URL for your selected survey portal. For more information, see Select a survey portal.

To specify the survey portal URL, follow these steps:

1. Click System Administration > Base System Configuration > Miscellaneous > System Information Record.
2. Click the Active Integrations tab.

3. Specify the portal URL for your portal, as described in the following table.

   Portal	Steps
   ESS	Note: For ESS surveys, you must configure both the standard web client URL and the ESS web client URL in the System Information Record. Both URLs are used as predefined parameters for SM Survey. In the WebServer URL field, type the fully qualified index.do URL to your web tier. For example: http://myserver.mydomain.com:8080/SM/index.do In the ESS URL field, type the fully qualified ess.do URL to your web tier. For example: http://myserver.mydomain.com:8080/SM/ess.do
   SRC	In the SRC URL field, type your SRC URL in the following format: http://<SRC Server name>:<port>/<SRC App Server Name>
   Service Manager Service Portal	In the Service Portal URL field, enter the following value: https://<Service Portal host name>:<port> Where: <Service Portal host name> represents the fully qualified domain name of the Service Manager Service Portal host, and <port> represents the launchpad port of Service Manager Service Portal. The default launch pad port is 9000. For example: https://myhost.mycompany.net:9000

4. Save the System Information Record.
5. Log off and then log back in to Service Manager.

Start the survey service agent scheduler

User roles: System Administrator

Scheduled surveys are running based on the survey service agent scheduler; additionally, if an SRC and Service Manager Service Portal user selects to register a compliment or complaint when responding to a scheduled or manual survey, Service Manager creates an interaction based on this scheduler.

For this reason, when setting up SM Survey, make sure this scheduler is started. To do this, follow these steps:

1. Go to System Status, and make sure that the survey service agent scheduler is started.
2. If not, click Start Scheduler, and then double-click this scheduler to start it.

Additional configurations for rule-based SM surveys

You need to create a rule set and add it to the workflow of a desired module (for example, the Incident module). For details, see Use a rule set to send surveys.

Additional configurations for scheduled SM surveys

Scheduled surveys are based on the survey integration framework, and therefore require the following additional configurations:

• A survey integration instance is set up and enabled in Integration Manager. For details, see Enable a survey integration instance.

• A survey definition for each supported module is created based on the SM Survey connector (that is, the Internal Connector). For details, see Create an SM survey for a module. You can create an SM survey for each of the following modules: Change, Configuration Item, Interaction, Incident, Request, and Problem.

• If Service Manager Service Portal is used as the survey portal, you need to additionally enable users to access Survey. For details, see Enable Service Portal users to access surveys.

Enable a survey integration instance

User roles: System Administrator

Scheduled SM surveys are based on the survey integration framework. The major difference between the scheduled SM Survey feature and the survey integration is that the former uses an SM Survey internal connector while the latter uses a connector for an external survey tool.

They both require a survey integration instance be set up and enabled in Integration Manager and the survey service agent scheduler be started in System Status. For detailed steps, see Create a Survey Integration instance.

Create an SM survey for a module

User roles: Survey Administrator, Survey Manager, Survey Analytics

SM Survey supports the following modules: Change, Configuration Item, Interaction, Incident, Request, and Problem. To enable the system to automatically send scheduled surveys based on a specific module, you need to create a scheduled survey for that module.

To create a scheduled survey for a module, follow these steps:

1. Click Survey Management > Scheduled Surveys > Create New Survey in the system navigator to display the Create a new survey wizard.
2. Select Internal Connector from the connector list.
3. Select the module on which the survey will be based from the Object drop-down list. For example, select Interaction.
4. Select an assignment group in the Owner Group field. For example, select COORDINATOR.
5. In the Name field, enter a descriptive title for the survey.
6. Click Finish to display the survey definition record.
7. (Optional) Enter a description for the survey definition as needed.
8. In the Owner field, specify an owner for the survey.

9. In the Survey Template field, select an appropriate template.

   Before you make a selection, the Survey Template field is automatically populated with a survey template name based on certain rules. For more information, see Automatic selection of survey templates. When you make a selection, only published survey templates whose Module field is set to either this module or an empty value are displayed in the Survey Template list.

   Note: The Condition setting in the selected survey template is ignored for scheduled surveys. The condition is evaluated only for manual surveys and rule-based surveys.

   Note: If you have not yet created a survey template of your own, you can use the out-of-box survey template named DEFAULT. If needed, you can edit it or create your own ones. For details about how to update an existing template or create a new survey template, see Edit an existing survey template and Create a survey template.

10. Click Preview next to the Survey Template field, to see if the survey template meets your needs.
11. Configure the scheduling rules as described below.
    1. Select a Send Interval value. For example, select Daily.
    2. In the Active From and To fields, specify a future time period during which the survey definition will be active.
    For more information, see Configure the survey scheduling rules.

12. In the User Selection Rules section, select one or more rules. For example, select Randomly select 10% users as survey recipients.

    For more information, see Filter the survey recipients.

13. Apply data filters to the survey.

    1. Specify a predefined filter. For example, select Closed interactions since last processing.

    2. Define additional filters if needed. For details, see Create an additional filter.
14. In the Recipients section, select a recipient from the Available Recipients box, and then click the right arrow to move the recipient to the Selected Recipients box.

    Note: To remove a recipient from the Selected Recipients box, select the recipient, and then click the left arrow.

    Note: An available recipient here is actually a mapping field in the corresponding DBDICT record, which is defined in the Internal Connector and can be either the group or the person type. To view or update the out-of-box recipient setting, follow these steps:

    1. Go to Survey Management > Administration > Survey Connectors, and open the Internal Connector by performing a search.

    2. Browse to the Recipients and Parameters section, and add new parameters as needed. For example, in the out-of-box system, for Interactions, recipient Contact is mapped to the callback.contact field in the incidents DBDICT record, which is the Contact field in the interaction detail form. If you need to add a new recipient for a module, see Create a new recipient.

15. In the Email Settings section, do either of the following:

    • Manually configure your email template.
    • Click Select HTML Template to select an existing one. Service Manager provides an out-of-box HTML template as Internal Survey Template. In the Test Record field, enter an existing record ID (for example, SD10002), and then click Preview to make sure the template satisfies your needs. If it does not, you can customize it. For details, see Tailor the SM Survey HTML template.
16. Click Back to return to the survey definition.
17. Click Add Translation if you want to add a localized version of the email template. For details, see Create a localized email.

18. (Optional) In the Parameters section, click the Optional tab to add your own parameter mappings.

    Parameters are predefined values that provide surveys in Micro Focus Service Manager with the correct metadata. You can create additional parameters that are mapped to specific fields in the module.

19. Click Save to create the survey definition.

20. Click Schedule to start the survey.

    Surveys will be automatically sent to the specified recipients at the defined time interval.

Enable Service Portal users to access surveys

User roles: System Administrator

After you have installed Service Manager Service Portal, you need to enable the Survey functionality for Service Manager Service Portal users.

To do this, you need to perform the following steps.

1. Make sure that you have configured LW-SSO for the Service Manager Server and Service Manager Service Portal.

   Service Manager Service Portal has bundled Micro Focus Identity Manager (IdM) and uses IdM for user authentication. If LW-SSO is not enabled, Service Manager Service Portal will not be able to retrieve surveys from Service Manager for individual users.

   1. Make sure that for each user, the same user name exists in both Service Manager and Service Manager Service Portal.

   2. Configure LW-SSO in the Service Manager Server. For details, see Configure LW-SSO in the Service Manager server.

   3. Configure LW-SSO in Service Manager Service Portal. You should have already done this during the installation and setup of Service Manager Service Portal. For details, see the LW-SSO steps in Installation steps of Service Manager Service Portal single instance and Add Service Manager as a supplier.

      Note The same initString value must be configured in both the Service Manager Server and Service Manager Service Portal.

2. Make sure that you have enabled the Survey functionality in Service Manager Service Portal. You should have already done this by running an Ansible playbook named enableSurvey during the installation of Service Manager Service Portal. For details, see the Enable Survey step in Installation steps of Service Manager Service Portal single instance.

3. Grant users the RESTful API capability in Service Manager.

   Service Manager Service Portal users must have the RESTful API capability to access SM surveys. You need to assign this capability to each operator record in Service Manager that corresponds to a Service Manager Service Portal user.

   To do this, follow these steps:

   1. Log in to Service Manager as a system administrator.
   2. Enter operator in the command line, and press Enter.
   3. Open an operator record by performing a search.

   4. Select the Startup tab, and add the RESTful API capability word for the operator.

   5. Save the record.