Collecting feedback through an email survey

If you want your clients to provide feedback after their incident or service request is closed, you must configure the following workflows to send an email message with a link to a survey:

  • Notify the client when a service request is closed
  • Notify the client when an incident is closed

Clients can click the survey link in the email message and provide their feedback. BMC Remedyforce uses the following email templates to send the email messages to clients when their incident or service request is closed:

  • Email Template for submitting feedback when incident is closed
  • Email Template for submitting feedback when service request is closed

You must update these email templates to use the URL of the Force.com site that you have configured for your clients.

The following steps provide an overview of how to collect feedback through an email survey:

  1. Copy the URL of the Force.com site where you want to host the Feedback Survey Visualforce page and paste the URL in a Notepad file.
  2. Update the required email templates to use the URL of the Force.com site.
  3. Assign the updated email templates to the required workflows.
  4. Make the Feedback Survey Visualforce page accessible to the Force.com site.

To collect feedback through an email survey

  1. Navigate to Setup > Develop > Sites.
  2. If you have configured Self Service for BMC Remedyforce, copy the URL of the BMC Remedyforce Self Service site and paste it in a Notepad file.
  3. If you have not set up a Force.com site on your organization, perform the following actions:
    1. Navigate to Setup > Develop > Sites.
    2. In the Sites page, type the domain that you want to associate with the site.
    3. Click Check Availability.
      If the domain is available, the following message appears:
      Success: The Force.com domain name "<domain>-force.com" is available.
    4. Select the I have read and accepted the Force.com Sites Terms of Use check box.
    5. Click Register My Force.com Domain.

      Note

      You cannot modify the domain name after you complete the registration process.

    6. In the confirmation dialog box, click OK.
    7. In the Sites (<domain name>) section, click New.
    8. In the Site Label field, type the display label of this site.
    9. In the Site Name field, type the name of this site.
    10. In the Site Description field, type the description of this site.
      By default, your name is populated in the Site Contact field.
    11. Select the Active check box.
    12. In the Active Site Home Page and Inactive Site Home Page fields, ensure that SSSiteLogin and InMaintenance are entered.
    13. In the Site Template field, type SiteTemplate.
    14. Select the Enable Feeds check box.
    15. Click Save.
    16. Copy the URL of the site and paste it in a Notepad file.
  4. If you have a Force.com site and want to use the site to host the BMC Remedyforce Feedback Survey Visualforce page, perform the following actions:
    1. Navigate to Setup > Develop > Sites.
    2. Copy the URL of the site and paste it in a Notepad file.
  5. Click the Remedyforce Administration tab.
  6. On the Home page, click the Configure Email tile, and from the menu select Email Templates.
  7. From the Folder list, select BMC Remedyforce Emails.
  8. In the Email Template Name column, click Email Template for submitting feedback when incident is closed.
  9. To view the Visualforce code for this template, click Edit Template in the Email Template section.

    Note

    BMC recommends that you save a copy of the existing Visualforce code for this template before you make updates to the code.

  10. Replace Click <a href="http://examplesite-enterprise-edition.ap1.force.com/apex/BMCServiceDesk_FeedbackSurveyPage?sid={!relatedto.id}&lang={!relatedto.FKClientr.LocaleSidKey}"> with= Click <a href="<URL of the site>/apex/BMCServiceDesk_FeedbackSurveyPage?sid={!relatedto.id}&lang={!relatedto.FKClient_r.LocaleSidKey}">.

     

    Before the update  After the update
    Click <a href="http://examplesite-enterprise-edition.ap1.force.com
    /apex/BMCServiceDesk__
    FeedbackSurveyPage?sid=
    {!relatedto.id}&lang=
    {!relatedto.FKClient__r.LocaleSidKey}">
    Click <a href="<URL of the site>
    /apex/BMCServiceDesk__
    FeedbackSurveyPage?sid=
    {!relatedto.id}&lang=
    {!relatedto.FKClient__r.LocaleSidKey}">

  11. Click Save.
  12. Click the Remedyforce Administration tab.
  13. On the Home page, click the Configure Email tile, and from the menu select Email Templates.
  14. From the Folder list, select BMC Remedyforce Emails.
  15. In the Email Template Name column, click Email Template for submitting feedback when service request is closed.
  16. Repeat step 9 through step 11.
  17. To assign the Email Template for submitting feedback when incident is closed email template to the Notify the client when an incident is closedworkflow rule, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
    3. In the Rule Name column, click the Notify the client when task is closed workflow rule.
    4. Click Activate.
    5. In the Workflow Actions section, click Edit.
    6. From the Add Workflow Action list, select Select Existing Action.
    7. From the Choose Action Type list, select the Email Alert type of action.
    8. In the Available Actions list, select Email Alert notify_client_when_incident_is_closed.
    9. To move the selected action from the Available Actions list to the Selected Actions list, click the right arrow.
    10. Click Save.
    11. In the Immediate Workflow Actions section, click notify_client_when_incident_is_closed.
    12. In the Email Alert Detail section, click Edit.
    13. To configure this workflow to use the Email Template for submitting feedback when incident is closed email template, click the Email Template lookup.
      This workflow currently uses the Incident Email Template 6 Version 2.0 email template.
    14. Select the Email Template for submitting feedback when incident is closed email template.
    15. Click Save.
  18. To assign the Email Template for submitting feedback when service request is closed email template to the Notify the client when a service request is closedworkflow rule, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
    3. In the Rule Name column, click the Notify the client when service request is closed workflow rule.
    4. If the notify_client_when_service_request_is_closed email alert is present in the Immediate Workflow Actions section, proceed to step l.
    5. Click Activate.
    6. In the Workflow Actions section, click Edit.
    7. From the Add Workflow Action list, select Select Existing Action.
    8. From the Choose Action Type list, select the Email Alert type of action.
    9. In the Available Actions list, select Email Alert notify_client_when_service_request_is_closed.
    10. To move the selected action from the Available Actions list to the Selected Actions list, click the right arrow.
    11. Click Save.
    12. In the Immediate Workflow Actions section, click notify_client_when_service_request_is_closed.
    13. In the Email Alert Detail section, click Edit.
    14. To configure this workflow to use the Email Template for submitting feedback when service request is closed email template, click the Email Template lookup.
      This workflow currently uses the Service Request Closed email template.
    15. Select the Email Template for submitting feedback when service request is closed email template.
    16. Click Save.
  19. To make the Feedback Survey Visualforce page accessible to your Force.com site, perform the following actions:
    1. Navigate to Setup > Develop > Sites.
    2. In the Site Label column, click the label of the site.
    3. In the Site Visualforce Pages section, click Edit.
    4. In the Available Visualforce Pages list, select BMCServiceDesk.FeedbackSurveyPage.
    5. To move the selected Visualforce page from the Available Visualforce Pages list to the Enabled Visualforce Pages list, click the right arrow.
    6. Click Save.

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