Surveys are a part of the SRM product--Service Request Management and thus fall under the Requester Console (Service Requests) not HPD:HelpDesk (Incidents).
If the Requester Console is turned on (Application Administration Console/Custom/Requester Console/Application Settings--enable Requester Console =Yes) and Surveys status is enabled ((Application Administration Console/Custom/Requester Console/Requester Console Options/Rules--EnableSurvey = Yes ), the surveys should send out regardless of where they are created from -- Incident or Requester Console since the Incident form will always interface with the Service Request--which creates the Survey when it is Completed. Someone should correct me if I'm wrong, but I believe that is the appropriate method to do what you want. HTH, Janie -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of MCrawford Sent: Tuesday, July 15, 2008 1:02 PM To: [email protected] Subject: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console Greetings, It appears that OOTB Remedy 7.x only creates/sends out customer surveys when creating an incident request via the Requester console. In our environment we would like the Surveys to be created/sent out when an Incident is Resolved directly from the HPD:Help Desk Incident form. Do any of you have any information or helpful advice to offer in regards to this customization? ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
