This documentation supports the 19.02 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Defining behavior rules for surveys

Use the Surveys tab in the Request Preferences form to set up behavior rules for surveys on a per-company basis.

To define survey rules

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Service Request Management > Advanced > Preferences, and click Open.
  3. From the Request Preferences form, click the Surveys tab.
  4. Select Global or the specific company to which this rule applies.
  5. (Optional) Enter a description.
  6. In the Status field, select Enabled if you want this request preference entry to be enabled; otherwise, select a different status.
  7. Define survey rules:
    • Enable Survey — Select Yes if you want requesters in the company to receive surveys after their requests have been completed.
    • Last Surveyed Days — Specify the minimum number of days that must pass before the next survey is sent.
      For example, if you enter 5, no survey will be sent for 5 days after the last survey was sent. Starting on the sixth day, a survey will be sent when the next service request is completed. Entering 0 specifies that a survey is sent every time a service request reaches the Completed status. 

      Tip

      Avoid sending too many surveys.

  8. Click Save.

Additional information

The Pulse: Survey frequency and investigation in BMC Service Request Management (BMC Communities)

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