Re: Fw: SRM 7.6.04 Surveys

[SUBSCRIBE arslist Chuck Benesh]

thanks Jon.

I have enable the survey on the "Service Desk Incident" SRD, but to no effect. 
BMC wants me to capture a log file.

I will take a look at your suggested alternative.

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Re: Fw: SRM 7.6.04 Surveys

[Jason Miller]

An Idea has been submitted in the BMC Communities.  I recommend anybody
interested in Surveys vote and add your thoughts to the discussion.

Survey improvements 

Jason


On Tue, Dec 31, 2013 at 11:43 AM, Jonathan Young  wrote:

> Hi Chuck
>
> 1) I don't have tools in front of me to confirm names, but there is an SRD
> with a name like Incident Service Request where you need to go to the
> survey fields and enable and select a survey.
>
> 2) There is join called something like Survey_RequestJoin.  Not sure if
> there is an existing report but the field names are fairly straightforward
> if you want to create your own.
>
> I find the 7.6.04 survey solution lacking:
> -Only 4 question
> -Can not set scale (i.e. 1 to 4 instead of 1 to 10)
> -The survey notification has request id instead of incident id
> -Dated look
> -Users need to have a Remedy login (no big deal if you are doing internal
> surveys and you have A.D.)
> -and more
>
> Still, you might like it!
>
> If not, I highly recommend Kinetic's excellent product:
> http://www.kineticdata.com/products/survey/
> It does what a survey tool should, simply and well.
>
> Jon
>
>
>
> --
> From: "SUBSCRIBE arslist Chuck Benesh" 
> Sent: Tuesday, December 31, 2013 7:23 PM
> Newsgroups:   public.remedy.arsystem.general
> To: 
> Subject: SRM 7.6.04 Surveys
>
>
>  Hi,
>>
>> I'm working to figure out surveys. We have ITSM 7.6.04 with SRM. I'm
>> stuck on a couple questions:
>>
>> 1. How do I trigger surveys for incidents that are created manually? We
>> have incident configured to create a service request, i.e. when an incident
>> is created via phone support desk or email. I have not been able to get
>> such service requests to trigger the survey on incident resolution. I have
>> tried to enable the survey on the oob "Service Desk Incident" SRD, but no
>> luck.
>>
>> 2. What form(s) holds the survey data? I haven't yet found web or crystal
>> reports for survey reporting: are there such?
>>
>> Thank you in advance,
>>
>> Chuck
>>
>> 
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>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Fw: SRM 7.6.04 Surveys

[Jonathan Young]

Hi Chuck

1) I don't have tools in front of me to confirm names, but there is an SRD 
with a name like Incident Service Request where you need to go to the survey 
fields and enable and select a survey.


2) There is join called something like Survey_RequestJoin.  Not sure if 
there is an existing report but the field names are fairly straightforward 
if you want to create your own.


I find the 7.6.04 survey solution lacking:
-Only 4 question
-Can not set scale (i.e. 1 to 4 instead of 1 to 10)
-The survey notification has request id instead of incident id
-Dated look
-Users need to have a Remedy login (no big deal if you are doing internal 
surveys and you have A.D.)

-and more

Still, you might like it!

If not, I highly recommend Kinetic's excellent product: 
http://www.kineticdata.com/products/survey/

It does what a survey tool should, simply and well.

Jon



--
From: "SUBSCRIBE arslist Chuck Benesh" 
Sent: Tuesday, December 31, 2013 7:23 PM
Newsgroups:   public.remedy.arsystem.general
To: 
Subject: SRM 7.6.04 Surveys


Hi,

I'm working to figure out surveys. We have ITSM 7.6.04 with SRM. I'm stuck 
on a couple questions:


1. How do I trigger surveys for incidents that are created manually? We 
have incident configured to create a service request, i.e. when an 
incident is created via phone support desk or email. I have not been able 
to get such service requests to trigger the survey on incident resolution. 
I have tried to enable the survey on the oob "Service Desk Incident" SRD, 
but no luck.


2. What form(s) holds the survey data? I haven't yet found web or crystal 
reports for survey reporting: are there such?


Thank you in advance,

Chuck

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