CA Service Management

Is it possible with surveys to either be able to add the survey URL into a resolution email or alternately be able to send survey emails out in html format?

We currently send emails to our customers in html format and they require only receiving the one email for both resolution and survey.

Hi,

href="http://hostname/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400004+CNT_ID=@{call_req_id.customer}+CNTXT_PERSID=cr:@{call_req_id.id}+KEEP.pid=@{call_req_id.id}"

where hostname is name of your server and 400004 needs to be replaced with id of your survey.

Hi Gutis,

Can you explain a bit more how that is set, i'm relatively new to SD....

Regards....

You need to insert the following link to a message template that you use for resolve notification.

To find out the id of your  survey template you need to run the following command from the command prompt:

pdm_extract -f "select id from Survey_Template where sym ='NAME OF YOUR TEMPLATE'"

Awesome... thank you...

Hi Gutis,

This has moved on slightly now to sending the same Survey out but for a different type of notification.

href=http://psvtsduat02/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=@{call_req_id.customer}+CNTXT_PERSID=cr:@{call_req_id.id}+KEEP.pid=@{call_req_id.id} works well for requests and incidents...

href=http://psvtsduat02/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=@{change_id.affected_contact}+CNTXT_PERSID=chg:@{change_id.id}+KEEP.pid=@{change_id.id} works for sending out on a change notification....

However the notification I'm needing to send the URL to the survey out on is for Change Order Workflow Task.  I can't fathom out as yet how to construct the URL to work from the Change Order Workflow Task.

Any ideas?

Worked it out in the end.....

href=http://psvtsduat02/CAisd/pdmweb.exe?OP=DO_SURVEY+SID=0+SVY_ID=400001+CNT_ID=@{chg.affected_contact}+CNTXT_PERSID=chg:@{chg.id}+KEEP.pid=@{chg.id}

did it for me....