This documentation supports the 20.02 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Submitting a request survey

After your request is marked Completed, you are notified through email to respond to a survey. Each request generates a separate survey.

To generate surveys, the surveys must be configured for your company and the survey option must be selected. If surveys are not set up and the survey option is not selected, no surveys are generated. For more information, see Setting up surveys and viewing results.

If you re-open a completed service request that already has a survey filled out, at the completion of the service request, the system sends out another survey notification for this re-opened service request with the link pointing to the already filled-out survey response. Update the same survey for this re-opened service request.

To submit a survey

  1. From the menu at the top of the Request Entry console, click the Help Menu icon, and select Complete Survey.
  2. Select a survey, and click Respond.
  3. Enter your responses to the questions.
    If the administrator has defined less than four survey questions, the undefined question boxes are displayed as read-only boxes without questions.

  4. Perform one of the following actions:
    • To save your answers to the survey and complete the request, click Close.
    • If you are not satisfied with the actions performed on the request, click Reopen the Service Request. (For more information, see Reopening requests.)
      You cannot reopen a request after it reaches the Closed status. Requests with a status of Completed are automatically closed after 15 days.

  5. Click Submit.
    Work information is added to the request.
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