Send a One-Off Survey Request to Customer

Overview

Surveys sent out from the Enterprise Service Management (ESM) system can have criteria set to send out surveys to a subset of individuals; however, sometimes it is desirable to have feedback relating to specific work requests (i.e. tickets). It is possible to manually request a survey response for any ticket that has a "Completed", or "Cancelled" status class.

What materials do I need?

  • Internet connectivity
  • Web browser
  • ESM TDWorkManagement access

How do I use this technology?

  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 Surveys from the list of actions.
    Enterprise Service Management Ticketing App settings menu with Surveys option highlighted
  8. On the Surveys page, locate the desired survey.
    Tip
    If no surveys are shown select Both for the status (i.e. Active/Inactive) and availability (i.e. Public/Not Public) search options. Then click Search. If no surveys are returned, it most likely means that none have been created yet. Review the Create Ticket Survey article for how to create a survey.
  9. Click the Name of the desired survey.
    Enterprise Service Management Ticket Survey name highlighted
  10. The survey details will open in a new side panel.
    Enterprise Service Management Survey Detail General Options tab highlighted
  11. Click the Responses tab.
    Enterprise Service Management Survey Responses tab highlighted
  12. Click the + New Request button.
    Enterprise Service Management Survey Responses New Request button highlighted
  13. A Request Response popup dialog will appear.
    Enterprise Service Management survey request response popup dialog
  14. To the left of the For Ticket field, click the Lookup button.
  15. Use the applicable fields to create a filter locate the desired ticket.
    Enterprise Service Management Survey Ticket Lookup search dialog
    When complete click Search.
  16. From the result set, locate the desired ticket, then click the ticket name.
    Enterprise Service Management survey new request ticket lookup search results example
    Important
    If a ticket is not displayed in the search results its usually for one of the following reasons:
    • The ticket already has a survey attached
    • The ticket is not yet in a closed/resolved/canceled status
    • The ticket is in some other ticketing application.
  17. Click Request button.
    Enterprise Service Management survey new request response request button highlighted
  18. At the Are you sure you want to request a response based on this ticket? dialog prompt click Ok.
    Enterprise Service Management Survey request response confirmation dialog
  19. A new entry will be listed in the Responses tab associated with the selected ticket.
    Enterprise Service Management Survey responses tab showing newly created survey request

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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