That's true, Dennis, but again, if that's going on, the organization has
bigger problems...like employees who would steal from them.
You can make something foolproof, but you can't make it damnfool proof. How
much would the cure cost vs. the disease?
Rick
On Wed, May 5, 2010 at 8:04 AM, Dennis Ruble <ddru...@rockwellcollins.com>wrote:
> **
> There are also companies with support organization compensation tied
> directly to customer satisfaction surveys. In any environment like this
> where the focus is squarely on customer sat with support effectiveness
> measured against it and a process of continuous improvement built around it,
> the risk of intentional misuse of surveys must be protected against. Some
> reliable mechanism for submitter identification is essential because support
> individuals will get creative...
>
> I would push for user authentication, manual or SSO, if there is any real
> focus on customer satisfaction surveys in your organization.
>
> Regards,
> Dennis Ruble
>
>
>
> *"Lammey, Peter A." <peter.a.lam...@espn.com>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 05/05/2010 09:33 AM
> Please respond to
> arslist@ARSLIST.ORG
>
> To
> arslist@ARSLIST.ORG
> cc
> Subject
> Re: Windows UserID
>
>
>
>
> **
> What if the user really felt that the services provided were very
> unsatisfactory and that was highlighted by their survey results and
> management wanted to the organization to contact the user (if they elect to
> by some means) to clarify what their expectation was that was not met.
>
> Most of the time people dont even fill out a survey so there may not be
> many to sift through that are submitted in say a month.
> But for the people that took the time to fill out the survey and indicated
> that they were quite unsatisfied with the service provided, it might be
> helpful for management to contact that person directly and find out exactly
> where things went wrong and assure them that they will rectify the problems
> they experienced so that any future services that they request will go much
> smoother.
>
> I know that if I switch to say a different internet provider or new cable
> provider at home and I experience all kinds of issues, if I took the time to
> fill a survey out indicating how dissatisfied I was with the service and if
> I elected to get a callback then I may like the personal attention that
> cable provider or internet provider gave me to hear about my experience and
> what they are going to do to rectify the issue for the future.
>
> Thanks
> Peter Lammey
> ESPN IT Packaging and Automation
> 860-766-4761
>
>
>
> ------------------------------
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook*
> Sent:* Wednesday, May 05, 2010 10:17 AM*
> To:* arsl...@arslist.org*
> Subject:* Re: Windows UserID
>
> **
> OK, let me see if I can be more clear in my objections.
>
> Your management, for some unexplained reason, wants to know who is filling
> out the surveys. You are trying to satisfy that requirement technically. I
> am trying to address it from a business perspective, and that almost always
> starts with the question "Why?".
>
> The only reason I can guess for that is that they want to be sure that the
> person filling it out is the person to whom it was directed. Let's look at
> three factors in that.
>
> - How valuable is knowing who actually filled out the survey, from a
> practical standpoint? What will be done with those metrics, if anything?
> - What are the chances of accidental misuse?
> - Since the surveys are only sent to the person who is supposed to
> have them, making it pretty difficult for User2 to even know that a
> survey
> is available for User1. It would be MORE work for someone to try to
> answer
> someone else's survey than to just do the ones they get sent, and most
> people don't even fill THOSE out. So practically speaking, there is
> very
> little chance of an accidental misuse of the survey.
> - What is the likelihood of intentional misuse?
> - Are they concerned that there will be an epidemic of people
> taking surveys for other people? Do they think their people have so
> little
> to do that they will spend even free time spoofing other users to
> fill out
> their surveys? If so, they have a bigger problem than satisfying
> this
> requirement could possibly address. So the likelihood of
> intentional misuse
> is again, effectively zero.
> So my analysis is that what they *might* gain by the satisfaction of
> this requirement seems insignificant compared to the work of satisfying
> it.
> I fail to see ANY worthwhile business justification for this
> requirement,
> and in the absence of same, as a developer, I would reject it for that
> reason alone until it is better thought through by the business leaders.
>
> Rick
>
> On Wed, May 5, 2010 at 5:45 AM, Veeral Oza
> <*veer...@gmail.com*<veer...@gmail.com>>
> wrote:
>
> **
> Hi Rick,
>
> The ticket data is available and the requester details are populated
> in the survey. However, there is also a requirement to capture windows
> login
> id of the user submitting the survey.
>
> Regards,
> Veeral
>
>
> On Wed, May 5, 2010 at 6:10 PM, Rick Cook
> <*remedyr...@gmail.com*<remedyr...@gmail.com>>
> wrote:
>
> How about prepopulating the userid from the ticket when the survey
> is created? If that data is unavailable, how would the survey be
> directed
> appropriately?
>
>
> Rick
>
> ------------------------------
>
> *From: *Veeral Oza <*veer...@gmail.com* <veer...@gmail.com>>
> *Date: *Wed, 5 May 2010 18:07:31 +0530
> *To: *<*arsl...@arslist.org* <arslist@ARSLIST.ORG>>
> *Subject: *Re: Windows UserID
>
> **
> Forgot to mention environment:
>
> ARS 7.0
> ITSM 7.0.3
> Midtier: 7 on Apache-Tomcat on a Windows machine.
> Oracle 11g database.
>
>
> On Wed, May 5, 2010 at 6:05 PM, Veeral Oza
> <*veer...@gmail.com*<veer...@gmail.com>>
> wrote:
>
> Hi,
>
> I am stuck at this requirement and was wondering if this is feasible
> to implement:
>
> 1) When an Incident is resolved, an email goes to the customer to
> submit a survey, with a survey link.
>
> 2) The link opens the survey form in the brower without the user
> authenticating in the midtier. A surver-user with a restricted read
> license
> is created for this purpose which allows multiple people from multiple
> locations to submit the survey.
> 3) There is a submit button on this survey form.
> 4) When the user clicks on submit button, it is required that, his
> Windows User ID be captured in one of the fields.
> _______________________________
>
> Solutions implemented that did not work:
>
> 1)
> Create a little Java function in a .jsp file and put it in your
> "shared"
> folder on your Midtier:
>
> Name the file something like /arsys/shared/get_remote_user.jsp.
>
> get_remote_user.jsp contains:
>
> function env_ip_var()
>
> {
> var return_value = "<%=request.getRemoteUser()%>";
> return (return_value)
> }
>
> In the Web Header content of the form you want to capture this on,
>
> add...
>
> <SCRIPT src="/arsys/shared/get_remote_user.jsp"
>
> language="JavaScript"></SCRIPT>
>
> To set a field with the data from the JavaScript functions do the
>
> following in an active link...
>
> Run Process Command Line:
>
> javascript:window.F(XXXXXXXX).DoSet(env_hostname());
>
> Be sure to change XXXXXXXX with the field ID of the field you want
> to
>
> set.
>
> This did not work, function env_ip_var returns null.
>
> ____________________________________________
>
> Solution 2:
>
> A set fields actions in an active link:
>
> $PROCESS$ CMD /C "set username"
>
> This worked only in user tool. However this functionality is
> required for web.
>
> ___________________________________________
>
> If you have any other ideas, please do share.
>
> Regards,
>
> Veeral Oza
>
>
>
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