Create Ticket Survey

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.

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?

• ESM TDNext access

How do I use this technology?

Relevant text here

1. In TDNext, click the Applications menu.
2. Select the desired Ticketing Application.
3. On the right side of the screen, click the Settings (gear icon) button.
   
   
    
4. Click New Survey from the list of actions.
   
   
    
5. On the New Survey page, enter a meaningful Name for the survey.
   
   
    
6. 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.

    

7. Under the Options section leave all blank for now. Later, after we add questions, we'll activate the survey.
   
   
    
8. In the Introduction Message field enter a brief message which will be displayed to the Requestor at the beginning of the Take Survey page.
   
   
    
9. In the Closing Message field enter a brief message which will be displayed to the Requestor after they have successfully submitted the survey.
   
   
    
10. 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.
    
    
     
11. 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.
    
    
     
12. 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.
    
    
     
13. Scroll to the top of the page, and click the Save button.
    
    
     
14. After the page refreshes, click the Questions tab.
    
    
     
15. To see existing questions that have been created, click the Available option on the right side of the toolbar.
    
    
     
16. Locate the desired existing question to use and click + Add.
    
    
     
    • Repeat for each desired question.
17. Change the Show option to Selected.
    
    
     
18. For each question on the survey, do the following:
    1. Click Customize Display.
       
       
        
    2. Adjust the Question Text as desired.
       
       
        
    3. Under the Options determine if the question should be Required.
    4. Click Save.
19. Click the survey Save button.
    
    

 

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.

• Define Criteria to Send 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.