Resend Survey Request to Customer

Overview

Surveys sent out from the Enterprise Service Management (ESM) system are sent to ticket requestors via email. Sometimes requestors are unable to respond to a survey. For one reason or another it may be necessary resend the survey request email which contains the unique link to the survey. This article will walk through the process to resend a ticket survey request.

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. Locate a survey request that has no value in the Submitted field, and click the Response ID.
    Enterprise Service Management Survey responses tab showing newly created survey request
  13. A survey response window will open.
    Enterprise Service Management Survey Response Detail window
  14. Click Resend Request.
  15. The text Survey request resent will be displayed to the right of the Resend Request button indicating an email has been sent to the ticket's requestor.
    Enterprise Service Management Survey Response resend request confirmation

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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