Setting up surveys for SRDs

Surveys give the Service Catalog Manager or Business Analyst an indication of customer satisfaction levels and how the service desk is performing.

Watch the following video to know how to configure custom survey in BMC Service Request Management.

 https://youtu.be/WY0GZBhslaA

Watch this video to know how to configure survey in Service Request Management for incident completion.

 https://youtu.be/9vduxIEVwxg

Adding surveys to an SRD

Use the Search for Surveys form to add surveys to an SRD. You can include up to 12 questions in a survey.

To add surveys to an SRD

1. Search for the SRD, select it, and click View.
2. Click the Service Request tab.
3. To exclude a survey from this SRD, select Disabled from the Status menu.
4. To create a custom survey for this SRD, select Custom from the Configuration field.
   Otherwise, the default survey is included with the SRD.
5. Click Select.
6. In the Search Survey form, select the company to which this survey applies, or select Global to make this survey available to all companies.
7. To create a survey, click Create.
8. In the Configure Survey form, enter a name for your survey.
9. Click Save.
   The dialog box closes and you are returned to the Search Survey form.
10. Click Manage Questions.

11. To create or modify questions in your survey:

    1. Specify a locale, if your questions must be localized, for example, en_US.
    2. Specify the numerical sequence, for example, 1.
    3. Define the question.
    4. Click Add or Modify.

Configuring survey questions

Use the Search Survey form to set up survey questions for your requesters.  

You can configure Service Request Management to automatically send a survey for a specific company or select Global to make the survey available to all companies when a service request is resolved.

You must have the Service Request Management Administrator permission to access this form from the Custom Configuration tab. However, the Service Catalog Manager can create questions in the Search Survey form when working with an SRD.

To configure survey questions

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Advanced > Survey Configuration, and click Open.
3. From the Search Survey form, select the company to which this survey applies, or select Global to make this survey available to all companies.
4. To create a survey, click Create.
5. From the Survey Configuration dialog box, enter a name for your survey.
6. Click Save.
7. From the Search for Survey form, click Manage Questions.
8. From the Manage Questions dialog box, perform these steps to create or modify questions in your survey:

   1. Specify a locale, if your questions must be localized (for example, fr_FR).
      To display the questions in the specified locale, the locale must also be specified in User Preferences. For more information about setting user preferences, see Request Entry console.

   2. Specify the numerical sequence.
   3. Enter the question.
   4. Click Add or Modify.

If you configure fewer than four survey questions, the undefined question boxes are displayed to requesters as read-only boxes without questions.

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, select 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.

Viewing survey results

You can view the results of service request surveys by running the Survey Results Detail report from the Action Request System Reporting Console.

Ensure that you have the correct permissions to run the report. For more information, see Analyzing services by running reports. 

To view survey results

1. From the IT Home page, select AR System Administration > AR System Report Console.
2. Select the Survey Results Detail report and click Run.