Re: SM interactions survey (317 Views)
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Regular Advisor
Posts: 121
Registered: ‎03-07-2011
Message 1 of 7 (521 Views)

SM interactions survey

Gents,

i want to put a survey for end users to rate their experience for each interaction.

any steps or documentation regarding this topic?

thanks a lot.
Trusted Contributor
Posts: 302
Registered: ‎12-04-2008
Message 2 of 7 (521 Views)

Re: SM interactions survey

Hi Gents,

I haven't done anything like this, but you can use e.g. wizards for this, wizards are well documented in HELP.
e.g. you can call a wizard when user close the ticket, or something like this, or add a tab(survey) to the interaction form and set the fields to mandatory...
Or if you're using email services, you can send a mail with the survey automaticaly and the users can reply to it and it would be added to the interaction as an update.

There are many ways as I see, do you have an exact specification how do you want to do this?

Regards, Laszlo!
Regular Advisor
Posts: 96
Registered: ‎01-09-2007
Message 3 of 7 (521 Views)

Re: SM interactions survey

Hello Graszy,

I already have one workflow for which I am using the email workflow, but I would like to have a feedback from the user on the email and would like to have it updated on the interaction, can we do that?

Thanks for your reply.
Trusted Contributor
Posts: 233
Registered: ‎10-17-2008
Message 4 of 7 (521 Views)

Re: SM interactions survey

Hi

Apologies for bunging in the thread like this.

@ Laszlo Greczi
Could you please help in explaining what Mr. SHJ has asked as I'm also looking forward to implement the same.

Thanks
Neo
never say die
Trusted Contributor
Posts: 302
Registered: ‎12-04-2008
Message 5 of 7 (517 Views)

Re: SM interactions survey

Hi SHJ, NEO JAX,

could you show the exact steps of the process that you want to implement.

e.g.

user create ticket in ess->techs solve it and close it--> then user receives a closing notification that containes the survey--> user hit reply on it and send back his answers-->this should create a new activity on the closed interaction?

Occasional Advisor
Posts: 8
Registered: ‎05-22-2010
Message 6 of 7 (341 Views)

Re: SM interactions survey

Hi,

 

can send steps in details?

HP Expert
Posts: 258
Registered: ‎11-01-2011
Message 7 of 7 (317 Views)

Re: SM interactions survey

Hello,

 

You might want to take a look at the following information:

 

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Survey-tool-in-HP-SM-9-30/m-p/4841777#M80647

 

You can also look at the 9.32 release notes that talks about the Survey Integration Solution:

 

http://support.openview.hp.com/selfsolve/document/KM00491767

 

Regards,

Alex

 

HP Support
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