Satisfaction surveys

Satisfaction surveys for service requests

The following graphic summarizes how surveys for service requests work:

Step 1: A BMC Service Request Management administrator creates surveys for service requests

A BMC Service Request Management administratorcreates surveys for service requests in BMC Service Request Management. For information about administrator permissions see Roles and permission groups in BMC Service Request Management from the BMC Service Request Management online documentation.

Before you get the surveys created in BMC Service Request Management, such that the surveys are available in BMC Digital Workplace, read the following considerations:

• Survey format— Surveys created in BMC Service Request Management for BMC Digital Workplace must have only a single question. Only such surveys are available in the BMC Digital Workplace Admin console for mapping to service requests.

• Scoring — Surveys when created in BMC Service Request Management have a ten-point scoring system. The same survey when taken from BMC 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 in BMC Digital Workplace 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 BMC Digital Workplace uses the localized survey; if not, then BMC Digital Workplace uses the survey with the default locale. The survey notification message and other system messages in BMC Digital Workplace are based on the user's browser locale.
• Customization — The custom survey text from BMC Service Request Management is retained in BMC Digital Workplace. Survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace cannot be customized.

Step 2: A BMC Digital Workplace administrator maps service request surveys to service requests in BMC Digital Workplace

Single-question surveys created in BMC Service Request Management are available in the BMC Digital Workplace Admin console for mapping to service requests. As a BMC Digital Workplace administrator, you can 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. For the mapping process, see Mapping-satisfaction-surveys-to-service-requests-in-BMC-Digital-Workplace.

If survey notifications from both BMC Digital Workplace and BMC Service Request Management are enabled, end-users receive duplicate survey notifications. While end-users can choose to disable satisfaction survey notification from their profile settings in BMC Digital Workplace, the duplicate notifications from BMC Service Request Management must me disabled from the backend. For more information, see Disabling-duplicate-notifications-for-satisfaction-surveys.

Step 3: A business user takes the survey in BMC Digital Workplace for a completed service request

Business users receive satisfaction surveys from BMC Digital Workplace 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 Digital Workplace
• The service request status changed to Completed
• The user enabled satisfaction survey notifications in their profile settings in BMC Digital Workplace

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

Step 4: A Service Catalog Manager, a business analyst, or an IT manager reviews the service request survey results

The results of service request surveys are available in AR System Report console. Any user with BMC Remedy AR System permissions to run the Survey Results Detail report can view the survey results.

For more information, see Viewing survey results in the BMC Service Request Management online documentation portal.

Satisfaction surveys for HR requests

The following graphic summarizes how surveys for HR requests work:

Step 1: A BMC HR Case Management administrator creates a survey for HR requests

A BMC HR Case Management administrator creates a global survey for HR requests in BMC HR Case Management. For information about administrator permissions see Roles and permissions in the BMC HR Case Management online documentation portal.

Before you get the surveys created in BMC Service Request Management such that the surveys are available in BMC Digital Workplace, read the following considerations:

• Survey format — The survey created in BMC HR Case Management for BMC Digital Workplace must have only two questions as follows:

  • One drop-down question with five selection values and a five-point rating from 1 to 5
  • One optional free text question

  Only if the survey meets this criteria, it is automatically mapped to HR requests and is available for end users in BMC Digital Workplace.

• Scoring — Surveys taken in BMC Digital Workplace have a five-point scoring system. The survey created in BMC HR Case Management must have a five-point rating from 1-5 to match the scoring in BMC Digital Workplace. The points of the user-selected rating in BMC Digital Workplace are stored in BMC HR Case Management.
• Localization — Localized surveys cannot be created in BMC HR Case Management. So, the survey text of HR surveys in BMC Digital Workplace is not localized. The survey notification message and other system messages in BMC Digital Workplace are based on the user's browser locale.
• Customization — The custom survey text from BMC HR Case Management is retained in BMC Digital Workplace. Survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace cannot be customized.

If survey notifications from both, BMC Digital Workplace and BMC HR Case Management are enabled, end-users receive duplicate survey notifications. While end-users can choose to disable satisfaction survey notification from their profile settings in BMC Digital Workplace, the duplicate notifications from BMC HR Case Management must me disabled from the backend. For more information, see Disabling-duplicate-notifications-for-satisfaction-surveys.

Step 2: A business user takes the survey in BMC Digital Workplace for a completed HR request

End users receive satisfaction surveys for HR requests in BMC Digital Workplace when all the following conditions are met:

• A survey that matches the specified format is created in BMC HR Case Management
• The HR request status changed to Completed
• The user enabled satisfaction survey notifications in their profile settings in BMC Digital Workplace

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

Step 3: A business analyst or a HR manager reviews the HR request survey results

The results of HR request surveys are available in System Settings console in the BMC HR Case Management. Any user with BMC HR Case Management permissions to access the System Settings console can view the survey results.

For more information, see Reviewing surveys in the BMC HR Case Management online documentation portal.