Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Survey Integration reference material
This section introduces the Survey reference material.
Survey connectors
The survey connector is the integration method that SM Survey and Survey Integration use to send survey data to survey recipients. The survey connector defines some elements of the survey, such as the survey parameters, survey recipients, and connection parameters.
Out-of-box deployments of Survey contain the following types of connector. For scheduled SM surveys, users can create surveys based on the out-of-box internal connector, and there is no need to create any new connectors.
| ID | Name | Description |
|---|---|---|
| 001 | API Connector - Market Tools | An API-based connector that uploads data directly to the Market Tools survey solution |
| 002 | URL Connector | An URL-based connector. When you use this connector to manage a survey, survey recipients are emailed a URL that points to the survey |
| 003 | API Connector - Medallia | An API-based connector that uploads data directly to the Medallia survey solution |
| 004 | Internal Connector | The internal connector for scheduled SM surveys using Internal URL |
To view the available survey connectors, follow these steps:
- In the system navigator, click Survey Management > Administration > Survey Connectors to display the Survey Connector form.
- Enter search criteria into any of the fields, and then click Search.
Security areas
The Survey module includes three security areas that ensure correct security in the Survey module.
The following table displays the mapping between the security areas and the security roles in the Survey module.
| Area | Applies to interactions in | Roles |
|---|---|---|
| Survey | Survey definitions | Survey Administrator |
| Survey Analyst | ||
| Survey Manager | ||
|
Survey configuration Note Survey templates are supported only for SM Survey (not for Survey Integration). |
Survey connectors Survey templates |
Survey Administrator |
| Survey templates | Survey Manager | |
| Tailoring |
Survey settings Survey workflow |
Survey Administrator |
Security roles
The Survey module uses the following three security roles.
Note Be aware that survey templates are supported only for SM Survey (not supported for Survey Integration).
| Role | Area | Rights |
|---|---|---|
| Survey Administrator | Survey | Full rights for the area |
| Survey configuration | Full rights for the area | |
| Tailoring | Full rights for the area | |
| Survey Manager | Survey | Expert rights for the area (can always update all survey definition records, and retire or unretire surveys) |
| Survey configuration | Expert rights for the area (can always update all survey templates, and retire or unretire survey templates) | |
| Tailoring | No rights | |
| Survey Analyst | Survey | Partial rights for the area (can only update and retire or unretire assigned surveys) |
| Survey configuration | No rights | |
| Tailoring | No rights |
The following rights can be configured for Survey security roles.
| Right | Description |
|---|---|
| View | Can view survey definition records |
| New | Can create new survey definition records |
| Update |
Determines when a user can update a survey. This right has the following options:
|
| Delete / Close |
Determines when a user can retire a survey. This right has the following options:
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| Expert | No special functionality related |
| Admin | Has administrative rights (by default, full rights to the Survey module) |
| Modify Template | Can tailor template records in this area |
| ESS Only | When selected, indicates that the specified rights take effect only when the role is logged in to the Employee Self-Service (ESS) web client. |
Note The When assigned and When assigned to workgroup values in the Update and Delete/Close fields are not supported in the Survey Configuration security area.
The following settings can be configured for Survey security roles.
| Setting | Description |
|---|---|
| Can copy record | Can copy survey definition records |
| Can create global inbox | Can create global time period inboxes |
| Initial Inbox | Initial inbox for time period module |
| Manage format | Sc manage format |
| Can create personal inbox | Can create personal inboxes for survey definition records |
| Un-retire | Can unretire (reopen) survey definition records |
| New Thread List -> Edit | Determines whether a new thread is opened when a user moves from a List to an Edit screen |
| New Thread Search -> List | Determines whether a new thread is opened when a user moves from a Search screen to a List |
| New Thread View -> Edit | Determines whether a new thread is opened when a user moves from an Inbox to an Edit screen |
| New Thread View -> Search | Determines whether a new thread is opened when a user moves from an inbox to a Search screen |
Parameter mapping
The following mapping types are available when you create a new parameter in Service Manager Survey Integration framework.
| Predefined mapping type | Description | Example syntax |
|---|---|---|
| Value | A constant value |
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| Variable | Any variable that is available when the survey runs | $G.serviceDesk |
| Field | A valid field name in the selected Service manager module | Incident.id |
| RAD expression | Any valid RAD expression that returns the required value | jscall(<lib.function>, contact.name in $L.file) |
| Predefined |
The following predefined options are available:
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Recipient mapping
The following mapping types are available when you create a new recipient in Service Manager Survey framework.
| Predefined mapping type | Description | Example Syntax |
|---|---|---|
| Value | A constant value. This value must be a valid email address, contact name, or operator name. Multiple values can be entered and must be separated by a semi-colon (;). |
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| Variable | Any variable that is available when the survey runs. If the recipient type is set to Person, this value must be a valid email address, contact name, or operator name. If the recipient type is set to Group, this variable must contain a valid group name. |
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| Field | A valid field name in the selected Service manager module. If the recipient type is set to Person, this value must be a valid email address, contact name, or operator name. If the recipient type is set to Group, this variable must contain a valid group name. |
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| RAD expression |
Any valid RAD expression that returns an email address, a contact name, an operator name, or an array of values. Multiple values can be entered and must be separated by a semi-colon (;). |
jscall(<lib.function>, contact.name in $L.file) |
