Survey administrator tasks

This section introduces administrator tasks for survey integration.

Configure the global survey settings

The System Administrator can configure a number of settings that apply to every scheduled survey in SM Survey and Survey Integration.

To view and configure these settings, follow these steps:

1. Click Survey Management > Administration > Survey Settings.

2. Configure the following attributes.

   Attribute	Description	Notes
   Use HTML emails	When this option is selected, the HTML editor is displayed in the survey definition record. If the option is not selected, a plain text editor is displayed instead.
   Use HTML templates	When this option is selected, HTML templates are available to help you create survey emails.
   Default language	The language in which the survey email is sent when no localized version is available in the recipient's language.	This attribute is mandatory.
   Maximum recommended number of recipients per manual survey	This is the maximum number of recipients that is recommended for each survey manually sent from a record. When the number of recipients that the user has specified exceeds this number, a warning message is displayed when the user clicks Send. The user still has the option to ignore the warning and send the survey. Note If you leave this field empty, no warning about the number of recipients is displayed to the user. See also Specify a maximum recommended number of recipients.	For SM Survey only.
   Additional Filter Change form	The form that is used to filter additional records against the cm3r table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Additional Filter Configuration Item form	The form that is used to filter additional records against the device table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Additional Filter Incident form	The form that is used to filter additional records against the probsummary table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Additional Filter Interaction form	The form that is used to filter additional records against the incidents table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Additional Filter Problem form	The form that is used to filter additional records against the rootcause table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Additional Filter Request form	The form that is used to filter additional records against the request table. You can create your own forms that have the filter fields you require.	This attribute is mandatory.
   Default survey template name	This is the survey template that the system applies to an automatic survey triggered by a rule set in a workflow when no applicable survey templates are found. In the out-of-box system, this value is DEFAULT. For more information, see Automatic selection of survey templates and Use a rule set to send surveys.	For SM Survey only.
   HTML format for email body	Specifies the form that contains the HTML email body.	This attribute is mandatory.
   Link for copy (default: SurveyDefinition.copy)	Enables you to specify a link to decide which fields are copied from the source to the target record.
   Plain text format for email body	Specifies the form that contains the plain text email body.	This attribute is mandatory.

3. Click Save.
4. Log off and log back in to Service Manager so that your configuration takes effect.

Create a new survey connector

In addition to the out-of-box survey connectors, you can create new survey connectors in Service Manager Survey Integration. To do this, follow these steps:

1. In the system navigator, click Survey Management > Administration > Survey Connectors > New to display a blank connector form. The ID, Last Updated by, and Last Update time fields are populated automatically.
2. Click to clear the Active checkbox if you do not want the new survey connector to be displayed in the list of available survey connectors when you create a new survey.
3. Select a connector type from the drop-down list in the Type field.
4. Type a name for the connector in the Name field.
5. Type a description of the connector in the Description field.
6. Click Save to save the connector. The Parameters and Recipients section of the form is displayed.

Search for a survey connector

To search for an existing survey connector in Service Manager, follow these steps:

1. In the system navigator, click Survey Management > Administration > Survey Connectors.

2. Use the search form to specify search criteria. For example, in the Type drop-down list, select Send emails with a survey link.

3. Click Search to display the list of records that match your search criteria.

   Note If Service Manager generates a message that states no records were found, you can broaden the search by eliminating some search parameters.

Create a new parameter

Parameters are predefined values that provide surveys in Service Manager with the correct metadata. Survey Administrators can create additional parameters that are available to survey users when they configure a survey connector. Parameters are associated with specific Service Manager modules.

To create a new parameter, follow these steps:

1. Open a survey connector by creating a new connector or by searching for an existing connector.
2. Browse to the Parameters and Recipients section, and then expand the Service Manager module to which you want to add a parameter.
3. Expand Parameters, and then click Add Parameter to display the Survey Parameter Mapping form. The ID, Connector ID, Last update time, Last updated by, and Object fields and the Active check-box are populated automatically.
4. Type a user-friendly description of the parameter in the Description field.
5. Type the internal name for the parameter in the Parameter Name (Internal) field.
6. Select the order in which the parameter is processed in the Order ID field (this step applies only to API-based connectors).
7. Select a mapping type from the Mapping Type drop-down list.
8. Type a constant value, variable, field name, or RAD expression in the Mapping Value field, and then click Save.

Create a new recipient

Survey Administrators can create predefined recipients that are available to survey users when they assign recipients to a survey in Service Manager. Recipients are associated with specific Service Manager modules.

To create a new recipient, follow these steps:

1. Open a survey connector by creating a new connector or by searching for an existing connector.
2. Browse to the Parameters and Recipients section, and then expand the Service Manager module to which you want to add recipients.
3. Expand Recipients, and then click Add Recipient to display the Survey Recipients Configuration form. The ID, Connector ID, Last update time, Last updated by, and Object fields and the Active check-box are populated automatically.
4. Type a user-friendly description of the recipient in the Description field.
5. Type the internal name for the recipient in the Parameter Name (internal) field.
6. Select a mapping type from the Mapping Type drop-down list.
7. Select a recipient type from the Recipient Type drop-down list.

   Note If you select Group as the recipient type, you must also select values from the Group and Subgroup drop-down lists.

8. Type a constant value, variable, field name, or RAD expression call in the Recipient(s) field, and then click Save.

Create a predefined filter

Data filters enable you to configure which records in the database are selected to be recipients of Service Manager survey requests. Survey Administrators can create predefined filters, which are available for survey users to choose from, by creating views in Service Manager.

To create a view to use as a predefined filter, follow these steps:

1. In the system navigator, click System Administration > Base System Configuration > Miscellaneous > Views/Favorites > New.
2. Select an object from the Area drop-down list, and then click Next.
3. Type a name in the Name field, select a view type from the View type drop-down list, and then click Next.
4. Select the Selected Groups option, click to select the Survey group, and then click Next.
5. Configure the parameters for the view, and then click Finish.

To ensure the survey solution can filter for records that are exclusively related to the survey data, the "@FieldName@" directive is added to the filter queries. When the query is run, the directive is replaced by the value in the specified field. For example, the following query filters for records that were closed since the last survey run:

close.time>@lastProcessingTime@