Create Survey Question

The Enterprise Service Management (ESM) system supports creating custom questions which can be used on one, or more, surveys. The following article will walk you through the process of creating a ticket survey question.

Overview

The Enterprise Service Management (ESM) system supports creating custom questions which can be used on one, or more, surveys. The following article will walk you through the process of creating a ticket survey question.

In this article:

• Create Question
• Set Question Choices

What materials do I need?

• ESM TDNext access

How do I use this technology?

Create Question

1. In TDNext, click the Applications menu and select the desired Ticketing Application.
2. On the right side of the screen, click the Settings (gear icon) button.
   
   
    
3. Click New Survey Question.
   
   
    
4. An Add Survey Question dialog window will open.
   
   
   
   Enter the following information:
   • Name - This is the name of the question as it appears within the survey question bank, although not within the actual surveys. However, it will also be used as the default text when this question is added to a survey.
   • Header Text - This is the abbreviated name of the question. This is used as a column header when the question is used in reporting.
   • Question Type - Determine the type of question, once a question is saved its type cannot be changed. There are many options available; however, the following are recommended options.
     • Checkbox List
     • Radio Button List (Horizontal)
     • Radio Button List (Vertical)
     • Text Area
   • Is Active - This defaults to checked, and determines if the question is available to be added to future surveys. Changing this value for existing questions has no effect on surveys that already have this question.
5. Click Save.
   
   
    
6. The window will refresh, and change from Add Survey Question to Edit Survey Question.
   
   

 

Set Question Choices

Depending upon the Question Type selected above you may be prompted to add Choices to the question. The following question types will provide choices options:

• Checkbox List
• Dropdown
• Multiselect
• Radio Button List (Horizontal)
• Radio Button List (Vertical)
• Yes/No Dropdown

The following example uses the Radio Button List (Horiztonal); however, the same concepts apply for all question types with choice options.

Radio Button List (Horizontal or Vertical)

1. In the Add Choice field, enter the text that the customer will select (e.g. 'Very Dissatisfied', 'Somewhat Dissatisfied', etc.)
   
   
    
2. Click Save.
3. Repeat the above steps for each question response option.
4. After entering all desired Choices review the Order. By default choices are displayed in alphabetical order, you need to edit each choice to adjust its position. Perform the following steps on each choice option from lowest, to highest.
   1. Under the Action column click Edit.
      
      
       
   2. In the Order column for the selected row, change '0' to the desired value (e.g. '1', '2', etc.)
      
      
       
   3. In the Action column click Save.
      
      
       
5. When finished editing all question choices, at the top of the window click Save.
6. Close the survey question window.

 

Next Steps

Congratulations on creating a new survey question! After all questions have been created that will be used on a survey, proceed to the next step of creating a survey.

• Create Ticket Survey

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.