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?
How do I use this technology?
- In TDNext, click the Applications menu and select the desired Ticketing Application.
- On the right side of the screen, click the Settings (gear icon) button.
- Click Surveys from the list of actions.
- On the Surveys page, click the Both option to see Active and Inactive surveys.
- Click the Search button.
- From the search results, click the Name of the desired survey.
- Click the Responses tab.
- Click the + New Request button.
- A Request Response popup dialog will appear.
- To the left of the For Ticket field, click the Lookup button.
- Use the applicable fields to create a filter locate the desired ticket.
When complete click Search.
- From the result set, locate the desired ticket, then click the ticket name.
- Click Request button.
- At the Are you sure you want to request a response based on this ticket? dialog prompt click Ok.
- A new entry will be listed in the Responses tab associated with the selected ticket.
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.