Configuring surveys in the BMC Helix ITSM Requester Console

Use the Survey Question Configuration form to set up survey questions for your requesters. Surveys give the Business Service Manager or IT Manager an indication of customer satisfaction levels and how the BMC Service Desk is performing.

You can configure a survey for a specific company or select Global to make the survey available to all companies.

If your environment is running the BMC Service Request Management application, the Request Entry console feature of that application replaces the ITSM Requester Console. For information about surveys in BMC Service Request Manager, see Setting up surveys for SRDs.

Before you begin

Ensure that the following permission and configuration is set:

• You must have Requester Console Config or Requestor Console Master permissions to access this form.
• Customize the Mid Tier URL for survey notifications. For further information, see Customizing-the-out-of-the-box-survey-notification-URL.

To configure surveys for the BMC Helix ITSM Requester Console

1. From the Application Administration Console, select Custom Configuration > Requester Console > Configuration > Survey Configuration, and then click Open.
2. Select the company to which this survey applies, or select Global to make this survey available to all companies.
3. For Request Type, select Change or Incident.
    The survey is specific to the specified request type, either change or incident. (The application must be installed for the appropriate request type to appear.)
   • If users select a summary definition that is mapped to the change request type, they receive the survey if the Request Type is set to Change.
   • If users select a summary definition that is mapped to the incident request type, they receive the survey if the Request Type is set to Incident.
4. In the four Question fields, enter a minimum of one and a maximum of four questions to which you want the requesters to respond.
5. Click Save.