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  • 1.  How can I do to tha the users answer the service survey just once?

    Posted Aug 23, 2017 07:26 PM

    How can I do to tha the users answer the service survey  just once?



  • 2.  Re: How can I do to tha the users answer the service survey just once?

    Posted Aug 23, 2017 07:53 PM

    Hi John,

    You can enforce this by using the "stricter rules" option for surveys - see this section of the documentation:  Create a Survey Template - CA Service Management - 17.0 - CA Technologies Documentation 

    Thanks,

    Jon I.



  • 3.  Re: How can I do to tha the users answer the service survey just once?

    Posted Aug 24, 2017 11:41 AM 
    I worked fine but I have this error now

     

    Se ha encontrado la siguiente condición al procesar la solicitud para realizar esta encuesta:

    AHD05244:No se han encontrado registros de seguimiento. Este usuario carece de autorización para realizar la encuesta.

    No se le permite completar esta encuesta en este momento. Informe de lo sucedido al administrador de HelpDesk



  • 4.  Re: How can I do to tha the users answer the service survey just once?

    Posted Aug 24, 2017 12:55 PM

    The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey."

    Document ID: TEC607972 
    Last Modified Date: 03/21/2014 
    {{active ? 'Hide' : 'Show'}} Technical Document Details

    Description:

    The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey." Why does this happens?

    Solution:

    This is working as designed. This is the explanation of this behavior:

    Scenario 1:

    • When "Stricter Rules" parameter is enabled it prevents a user from submitting the same survey more than once.And also when the ticket is closed the survey is sent to him until he answers a survey. After user X answers a survey, this user X will never receive another survey. 

      Example: 

      We open and close ticket 1111 - survey 01 is sent to user AAA 

    • survey 01 is not answered. 

      We open and close ticket 2222 - survey 02 is sent to user AAA 

    • survey 02 is not answered. 

      We open and close ticket 3333 - survey 03 is sent to user AAA 

    • survey 03 is answered. 

    • user AAA is not allowed to answer survey 03 again. 

    • From this moment. user AAA will not receive more surveys that reference that same Survey Template. 

      We open and close ticket 4444 - survey is not sent to user AAA 

      Etc.

    Scenario 2:

    • When "Stricter Rules" parameter is not enabled the user will always receive surveys, but will also permit that a user answers the same survey many times. 

      Example: 

      We open and close ticket 1111 - survey 01 is sent to user AAA 

    • survey 01 is answered. 

      User AAA opens again the email and clicks to answer the same survey 01 

    • answer accepted by Service Desk. 

      User AAA opens again the email and clicks to answer the same survey 01 

    • answer accepted by Service Desk. 

      Etc. 

      In summary, the Survey Feature is designed as following: 

      CA Service Desk Manager R12.6 allows a survey template to be configured as using "Stricter Rules". 

      There is a check box that is used to enable the "Stricter Rules" for the template. However, when this is set, the user that receives and responds to the particular survey on a ticket, will never ever get the same survey for any other ticket at any time unless the "Stricter Rules" is disabled for that survey template.

     

     

     

     

     



  • 5.  Re: How can I do to tha the users answer the service survey just once?

    Posted Aug 24, 2017 01:46 PM

    how do I change the rule "stricter rules" ?



  • 6.  Re: How can I do to tha the users answer the service survey just once?

    Broadcom Employee