This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License-types-and-features.

Mapping satisfaction surveys to service requests


Single-question surveys created in BMC Service Request Management are available for mapping to service requests in the Admin console.  You can map the same survey to multiple SRDs separately. Once mapped, the surveys are synchronized with SRDs in BMC Service Request Management.

Before you begin

  • Ensure that the required single-question surveys are already created in BMC Service Request Management.
  • Enabling-surveys

To map satisfaction surveys to service requests

  1. In the Admin console, select Service Requests > Surveys.
  2. To map a survey to a service request, perform the following steps:
    1. Select a category from the SRD Categories list.
    2. Select an SRD from the Available requests list.
    3. Select a survey from the drop-down list under Select configuration.
      Mapping_surveys_to_SRDs_19.11.png 

      Important

      If you have BMC Helix Digital Workplace deployed in a multitenant mode, as a super administrator,make sure that you do not map a company-specific survey template to a global SRD.

  3. Save your changes.
    When you have mapped surveys to SRDs, end users receive notifications with surveys when their service requests become completed. For more details about survey notifications, see Configuring-status-updates-and-notifications.

Where to go from here

To disable duplicate survey notifications from BMC Service Request Management, see Disabling-duplicate-notifications-for-satisfaction-surveys.

 

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