This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Setting up satisfaction surveys for IT requests

Satisfaction surveys provide a simple and intuitive way for end users to provide feedback for completed IT requests from BMC Service Request Management. Surveys give managers an indication of customer satisfaction levels, how the respective departments are performing, and actions that you can take to improve customer service and satisfaction.

Important

Starting with the 21.3.02 patch, BMC announces changes related to the availability of BMC Service Request Management that might affect your use of BMC Helix Digital Workplace.

For more information, see Deprecated and discontinued features.

Related topics

Mapping satisfaction surveys to service requests

Disabling duplicate notifications for satisfaction surveys

Configuring status updates and notifications

Setting up service requests through BMC Helix ITSM

Support for service request definitions from BMC Service Request Management

Troubleshooting survey and notification issues Open link

Each satisfaction survey has five smiley faces for users to rate their experience and an optional text field for additional comments.

The following image shows a survey as viewed when an end user clicks the survey in-app notification. The user has selected the Excellent rating:

When an end user submits a survey, a confirmation message about the survey being recorded is displayed, and the survey notification disappears from the in-app notifications.

How satisfaction surveys work for service requests from BMC Service Request Management

The following graphic summarizes how surveys for service requests work:

SRDSurveyFlow


TaskActionReference
1

BMC Service Request Management administrators create surveys for SRDs.

See Setting up surveys for SRDs Open link .

Before you get the surveys created, review the following considerations:

  • Survey format—Surveys must have only a single question. Only such surveys are available in the Admin console for mapping to service requests.
  • Scoring—Surveys created in BMC Service Request Management have a ten-point scoring system. The same survey when taken from BMC Helix Digital Workplace has five-point scoring. Each smiley face has points associated to it. The points associated to the smiley face that the user selects are multiplied by two, and the results are saved in BMC Service Request Management.
  • Localization—For a localized service request, if a localized survey that matches the service request locale is available in BMC Service Request Management, then the localized survey is displayed in the end user console; if not, then the survey with the default locale is used. The survey notification message and other system messages are based on the end user's browser locale.
  • Customization—The custom survey text is retained. You cannot customize the Survey notification message, other system messages, and smiley face tool tips in BMC Helix Digital Workplace.
2

Administrators enable surveys in the Admin console 

See Enabling surveys.
3

Adinistrators map service request surveys to service requests in the Admin console.



See Mapping satisfaction surveys to service requests.

Single-question surveys created in BMC Service Request Management are available in the Admin console for mapping to SRDs.

Enable the surveys feature first, and then map the available surveys to one service request at a time. You can map the same survey to multiple service requests. Once mapped, the surveys are synchronized with SRDs in BMC Service Request Management.

If survey notifications from both products are enabled, end users receive duplicate survey notifications. While end users can disable satisfaction survey notifications by updating their profile settings in BMC Helix Digital Workplace, the duplicate notifications from BMC Service Request Management must be disabled from the backend. For more information, see Disabling duplicate notifications for satisfaction surveys.

4

End users take a survey for a completed service request.

End users receive satisfaction surveys for service requests when all the following conditions are met:

  • Surveys that match the specified format are created in BMC Service Request Management and mapped to service requests in BMC Helix Digital Workplace. 
  • The service request status changed to Completed
  • The user has enabled satisfaction survey notifications in their profile settings in BMC Helix Digital Workplace.

According to their profile settings, end users can receive the survey notification in an email, in a news feed, under the bell notification, and as a push notification in their mobile clients. If email notifications are not sent, an administrator can verify that email notifications are configured, as described in Configuring the email server.

5Review the service request survey results.

See Setting up surveys for SRDs Open link .

The results of service request surveys are available in the Action Request System Report console. Service catalog manager, business analyst, or IT manager or a user with Action Request System permissions to run the Survey Results Detail report can view the survey results.


Where to go from here

To enable and configure satisfaction surveys for enhanced catalog services, see Setting up satisfaction surveys for catalog services.


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