Hi Pier-Olivier.
Thanks for the trust in advance.
Maybe the following will help:
try setting status=0 in when creating your tracking record.
Everything else will be interpreted as "survey already answered".
Ana: I am sorry this doesn't help you that much with your original question.
In standard SDM, survey request messages are triggered by the creation of activity logs in a postci trigger (POST_CI alg::post_ci_notify)
If and which survey request message to send , can be configured at the "Activity Notification" level in the Survey Tab.
for Inc/Req/Pr survey request messages are always send to the customer of the ticket.
To be able to influence the behavior, when and which survey will be send to whom, you would need to substitute the original logic, or even add our own one and prevent the standard one.
Nevertheless the logic of survey tracking records should be implemented anyway.
I'd always prefer doing these kind of application logic enhancements in native spel code. But for sure, I'm quite aware, that this needs some kind of deeper knowledge about spel and of course the standard behavior.
From that point of view, Pier-Oliviers suggestions to do it in Process Automation might give you more control, and more independency from SDM.
Regards
................Michael