Do you have a 1:1 relationship between your service requests and your work orders or does 1 service request generate 10 work order requests? If it is a 1:1 relationship between your SRD and the specific Work Order, then you would simply set the survey on the SRD and you would be done with it.
Perhaps I should moonlight as your SRM developer! From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Kathy Morris Sent: Thursday, August 11, 2011 2:22 PM To: [email protected] Subject: Re: Request Console vs. Direct Entry ** For some reason, they want to generate the survey off of the work order. Is there a way to build a survey for each of the work orders? In a message dated 8/11/2011 10:57:48 A.M. Pacific Daylight Time, [email protected] writes: ** Kathy, If you are truly talking about the Remedy Service Request Management console, regardless of the custom forms (Advanced Interface?) that you build for it, you will still need to create an associated SRD (Service Request Definition) for it. In doing so, there is a survey tab where you can configure custom or standard surveys that should be sent out for that specific SRD. So in short, the survey is really triggered off the resolution of your “Service Request” and not your fulfillment request (Incident/Change/Work Order). From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Kathy Morris Sent: Thursday, August 11, 2011 1:46 PM To: [email protected] Subject: Re: Request Console vs. Direct Entry ** I was referring to the Requester Console with SRM. We have some custom forms that need to be built. Based on the requirements, the team wants to open the custom forms. We are concerned about Surveys. Can surveys be generated off of work orders, or custom form data? In a message dated 8/10/2011 8:00:49 P.M. Pacific Daylight Time, [email protected] writes: ** Are you talking about the OOB requester console that comes with Service Desk or the Service Request Management module? Either way, there is some functionality lost such as being able to see the "Open tickets" table. It all depends on what the requirement is. If all your users want to do is enter a request and forget about it, then having a "direct entry form" as you call it should be fine. Anything else, go with the requester console. I guess the question is... why don't you want to use the OOB entry form and why do you want to use the direct entry form? -----Original Message----- From: Action Request System discussion list(ARSList) on behalf of Kathy Morris Sent: Wed 8/10/2011 5:43 PM To: [email protected] Subject: SRM: Request Console vs. Direct Entry Hi, If we enter the request via a direct entry form versus the request console, what functionality do I lose? Am I able to redirect surveys to the direct entry form or the work order form? 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