SM Survey administrator tasks

The scheduled SM Survey feature shares the same framework as the survey integration. Most of the administrator tasks are the same as those for the survey integration. See the following topics in the Survey Integration section.

• Configure the global survey settings
• Create a new parameter
• Create a new recipient
• Create a predefined filter

The following administrator tasks are only for Service Manager surveys.

Add fields to the SurveyInternal dbdict record

User roles: System Administrator

SM surveys are based on survey templates. Each template contains a set of questions, which must be mapped to a field in the ServeyInternal dbdict record. Before users can create their own survey templates, you must add the required mapping fields to the ServeyInternal dbdict record.

To add fields to the dbdict record, follow these steps:

1. Log in to the Service Manager Windows client as a system administrator.
2. Enter dbdict in the command line, and then press Enter.
3. Enter SurveyInternal in the File Name field, and then click Search.
4. On the Fields tab, select the descriptor row and then click New Field/Key.

5. Add a field to the dbdict.

   Caution The following field types are supported: character, number, logical, and array. For the array type, only the character subtype is supported.

6. Repeat the steps to add more fields as needed.
7. When you have finished adding all of the required fields, click OK.
8. Click SM Alters to save your changes to the dbdict record.

Tailor the SM Survey HTML template

User roles: System Administrator

When you manually send a survey from a record, an HTML Email template named Internal Survey Template is applied by default to generate the default subject and message body. You can tailor the content in the template or use your own template instead of this default one.

To tailor the default SM Survey template, follow these steps:

1. Click Tailoring > Notifications > HTML Templates.
2. Enter Internal Survey Template in the Name field, and then click Search.
3. Update the survey template content based on your requirements.
4. Click Save to save the updated template.

To replace the default SM Survey template, follow these steps:

1. Click Tailoring > Notifications > Notifications.
2. Enter Send Survey in the Name field and click Search.
3. In the Arguments column corresponding to the HTMLTemplate class, replace the string "Internal Survey Template" in the jscall function with your new template name. You need to make this update in both the Message and the Email/Mail Subject Line tabs.
4. Click Save to save the updated notification definition.

Manage the self-service survey menu

User roles: System Administrator

The SM Survey menu is added to out-of-box self-service menus, which allows an end user to view and complete an SM survey. You can update an operator record to grant survey access by assigning the ESSSM-Survey self-service menu.

There are multiple self-service menus available, you can choose to assign only the SM Survey menu to an operator. To do this, follow these steps:

1. Click System Administration > Ongoing Maintenance > Operators.
2. Type or select the optional search criteria.
3. Click Search.
4. Select an existing operator record.

5. Click the Self Service tab. Make sure that the operator record has these settings:

   • The Self Service Access Only check box must be selected.

   • Select or type ESSSM-Survey in the Self Service Menu field. In this way, the SM Survey menu is displayed when this user logs on using a self-service URL.

6. Click Save.

View the SM Survey workflows

User roles: System Administrator

SM Survey incorporates Process Designer technology. Scheduled SM surveys and SM survey templates are managed by a Process Designer workflow.

To view the workflows, follow these steps:

1. Click Survey Management > Administration > Survey Workflows.

2. Double-click the Survey workflow. The survey workflow is also displayed in the Workflow section of the survey definition record.

   Note This workflow applies for both SM Survey and Survey Integration.

   Out-of-box, the Survey workflow comprises the following three phases.

   Phase	Description
   Planning	The survey manager configures survey settings such as data filters, recipients, and parameters. Survey invitations are not sent during this phase.
   Scheduled	The survey runs for the configured period. The majority of settings are no longer editable during this phase.
   Retired	The survey is no longer active.

3. Double-click the Survey Template workflow.

   Out-of-box, the Survey Template workflow comprises the following three phases.

   Phase	Description
   Draft	The survey template is editable in this phase. The survey template is not yet available for user selection when users create surveys.
   Published	The survey template is published to users. Users can select the template when creating applicable surveys.
   Retired	The survey template is no longer active.

Specify a maximum recommended number of recipients

User roles: Survey Administrator

For individual surveys that users manually send from a record, you can specify a maximum number of recipients that is recommended. If a user selects a number of recipients that exceeds this value, when the user clicks the Send button, the system displays a warning to the user. The user has the option to either reduce the number of recipients or ignore the warning and continue.

To specify this setting, follow these steps:

1. Go to Survey Management > Administration > Survey Settings.

2. In the Maximum recommended number of recipients per manual survey field, enter an appropriate number. For example, 50.

   By default, this field has an empty value, and the feature is disabled. When a user clicks Send to send a manual survey, the system does not check how many recipients the user has selected and displays no warning to the user.

   Note Be aware that this setting takes effect only for manual surveys.

Use a rule set to send surveys

You can use a Process Designer rule set to trigger a survey from a module, which is therefore referred to as a rule-based survey. For example, you can define a rule set for the Interaction module and add it to the Closure phase of the ServiceDesk workflow. You can configure this rule set so that a survey is automatically sent to the Contact person of an Interaction record once the record enters the Closure phase.

To use a rule set for rule-based surveys for a module (for example, Incident), follow these steps:

1. Go to Tailoring > Process Designer > Rule Sets.

2. In the ID field, enter send.survey.

   Note This sample rule set is intended for the Interaction module. You can use it as a reference.

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

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

   • ID: send.survey.sd
   • Name: Send survey for Interaction
6. Select the rule description, and then click Edit Rule/Group.

7. (Optional) Click Edit under the Condition field, and then specify a condition that applies to rule-based surveys sent from the module.

   Note Be aware that the Condition setting in a survey template applies not only to manual surveys, but also to rule-based surveys.

8. Update the JavaScript as needed.

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

   Tip For an Interaction workflow, you can use the sample JavaScript code without any modifications.

9. Click OK to save your changes to the rule set.
10. Go to Tailoring > Process Designer > Workflows to open your workflow for the module. In this example, open the ServiceDesk workflow.
11. Select a phase. In this example, select the Closure phase.

12. Select the Rule Sets tab, and then click Add to add the new rule set to the selected phase. See the following figure for an example.