Create Ticket Survey

Overview

The Enterprise Service Management (ESM) system enables Ticketing Apps to have one, or more, surveys as desired by the department. The following article will walk you through the initial processes of creating a ticket survey.

What materials do I need?

  • Internet connectivity
  • Web browser
  • ESM TDWorkManagement access

How do I use this technology?

Relevant text here

  1. Open a web browser.
  2. Navigate to the UA ESM website.
  3. Login to UA ESM with your UA Email address and password.
  4. Click View Applications.
  5. Click the desired Ticketing Application..
  6. On the right side of the screen, click the Settings (gear icon) button.
    Enterprise Service Management Ticketing Application Settings button highlighted
  7. Click New Survey from the list of actions.
    ESM Ticketing App Settings menu New Survey button highlighted
  8. On the New Survey page, enter a meaningful Name for the survey.
    ESM Ticketing App New Survey Initial Screen
  9. Enter an Order value.
    Important
    Requestors will never get more than one survey for a single ticket. However, it is possible for more than one survey to apply to a given ticket. If this happens, the Order field will be used to select which survey to use.
  10. Under the Options section leave all blank for now. Later, after we add questions, we'll activate the survey.
    ESM Ticketing App New Survey Options
  11. In the Introduction Message field enter a brief message which will be displayed to the Requestor at the beginning of the Take Survey page.
    ESM Ticketing App New Survey Customer Default Introduction Message
  12. In the Closing Message field enter a brief message which will be displayed to the Requestor after they have successfully submitted the survey.
    ESM Ticketing App New Survey Customer Default Closing Message
  13. In the Already Taken Message field enter a brief message which will be displayed to the Requestor when they click a survey link corresponding to a request that has already been completed.
  14. In th Invalid Request field enter a brief message which will be displayed to an individual when they click a survey link for which the request ID provided is invalid.
    ESM Ticketing App New Survey Customer Notice Default Invalid Request Message
  15. If the Is Public option is unchecked under the Survey Options section, the Not Public Message field will be displayed. Enter a brief message which will be displayed to an individual when they click a survey link for which no request ID has been provided.
    ESM Ticketing App New Survey Customer Default Not Public Message
  16. Click the Save button.
    ESM Ticketing App New Survey Save Button Highlighted
  17. The New Survey dialog window will close, and the newly created survey will be displayed in the Surveys view.
  18. Click the survey name to open the Survey Detail side panel.
  19. Click the Questions tab.
    ESM Ticketing App Edit Survey Questions Tab Highlighted
  20. To see existing questions that are available, click the Available option on the right side of the toolbar.
    ESM Ticketing App Edit Survey Questions Show Available option highlighted
  21. Locate the desired existing question to use and click + Add.
    ESM Ticketing App Edit Survey Questions Available Question Add Button Highlighted
    • Repeat for each desired question.
  22. Change the Show option to Selected.
    ESM Ticketing App Edit Survey Questions Show Selected Button Highlighted
  23. For each question on the survey, do the following:
    1. Click Customize Display.
    2. Adjust the Question Text as desired.
      ESM Ticketing App Edit Survey Question Customize Display text and options dialog
    3. Under the Options determine if the question should be Required.
    4. Click Save.
  24. Click the survey Save button.
    ESM Ticketing App Edit Survey Save Button Highlighted

Next Steps

Congratulations on creating a new survey, now before activating the survey so it can be sent to customers, a few additional settings should be made.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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