Re: Remedy's Out of Box Survey Tool

[Shane Buchholz]

**

Ron,

 

I ran into exactly the same problem when deciding to implement surveys.  The limitations did not allow me to accomplish what I needed.  We ended up creating a different solution to get our Survey data.

 

When a case is resolved a link is provided in the notification email that takes the user to a web form on our intranet.  Key fields such as username, case id, etc. are automatically filled in for the user.  After the user completes the survey they click on a submit button that sends the data off to Remedy via an email template, and the data is populated into our form.  The data can then be pulled from this form, but I also created an escalation that moves this data to the actual Help Desk form so that the amount of data on the Survey form is minimal.  We can then pull reports right from the Help Desk form.

 

Hopefully this gives you an idea for an alternate solution.

 

Shane

-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Ron Tavares
Sent: Thursday, August 24, 2006 6:23 AM
To: arslist@ARSLIST.ORG
Subject: Remedy’s Out of Box Survey Tool

**

I'm on ARS 6.3, Help Desk V6 and I am playing around with the Survey Tool for the first time.   Remedy only allows one survey to be created.  This is explained on page 166 of install_config_guide.pdf as follows:

-----------------------------------------------------------------------------------------

Note: At this time, it is possible to have only one set of four questions at a

time. If the question fields are blank, you can add up to four questions. If

there are already questions in the question fields, you can either retain

them or you can modify them.

----------------------------------------------------------------------------------------- 

I did locate the Active Link that restricts this, (SHRSUQ:SQ-AddQuestion2), so I can disable this, but my guess is that this restriction exists because there is no logic in place to determine which survey gets sent when.  

 

Has anyone had any experience using this feature?   Do you recommend it?

Thanks,

.ron

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