Available to mySupport for Ad Hoc Use

Select Yes to make the survey available to all customers accessing mySupport portals (the Notification icon in the upper right corner will increment for all customers). If No is selected in this field, the Anonymous Recipient field will appear on the Details tab; selecting Yes in that field will change the recipients of this survey to "Anonymous" in views of survey responses on the Desktop and Report Viewer.

Available to Support Reps for Ad Hoc Use

Select this checkbox to make the survey available as a selection from the Desktop and Incident, Change, and Customer Profile screens. Note: the survey will not appear if it is set up to be available only when a specified categorization is selected for an incident/change.

Send Notification

Select the notification to be sent to customers regarding the survey or use the Create New  and View/Edit icons to access the Custom Notification screen for creating or editing one. Use the Include fields link in that screen to Include a link to the survey.

Available to Survey Agent for Changes

Select Yes to enable surveys to be sent on a change count interval basis. For each active survey definition, the Survey agent will first check the send conditions; if the send conditions of the closed change are not met, the process stops for the change. If the send conditions are met, the interval count is checked; if not reached, the process stops for the change. If the count has been reached, the customer/day count is checked. If not reached, the survey is sent.

Survey Interval

Enter the count of closed changes to be used by the survey agent for sending surveys automatically. (This does not apply to manually sent surveys.) For each active survey, when this count is reached and the send conditions are met, the survey will be sent to the customer associated with the closed change.

For example, if 5 is entered at this field and 23 changes have been closed since the system last sent a survey, a survey would be sent to the fifth, tenth, fifteenth, and twentieth change customers.

The Survey agent uses the settings in both interval fields; if one of these fields is left blank, the field is not evaluated.

Interval Between Surveys to Same Customer

Use this field to enable surveys to be sent on a day interval; it enables you to ensure that a customer with a large number of changes does not receive too many surveys.

Enter the number of days in the interval for sending a survey to the same customer. For each active survey, the survey agent will check the date the last survey was sent to the customer associated with the closed change. If the number of days that has passed is greater or equal to your entry in this field, the survey will be sent to the customer. The count is based on calendar days, not business days.

This does not apply to surveys sent manually from the Change screen.

Available to Survey Agent for Incidents

Select Yes to enable surveys to be sent on an incident count interval basis.  For each active survey definition, the Survey agent will first check the send conditions; if the send conditions of the closed incident are not met, the process stops for the incident. If the send conditions are met, the interval count is checked; if not reached, the process stops for the incident. If the count has been reached, the customer/day count is checked. If not reached, the survey is sent.

Survey Interval

Enter the count of closed incidents to be used by the survey agent for sending surveys automatically. (This does not apply to manually sent surveys.) For each active survey, when this count is reached and the send conditions are met, the survey will be sent to the customer associated with the closed incident.

For example, if 5 is entered at this field and 23 incidents have been closed since the system last sent a survey, a survey would be sent to the fifth, tenth, fifteenth, and twentieth incident customers.

The Survey agent uses the settings in both interval fields.

Interval Between Surveys to Same Customer

Use this field to enable surveys to be sent on a day interval; it enables you to ensure that a customer with a large number of incidents does not receive too many surveys.

Enter the number of days in the interval for sending a survey to the same customer. For each active survey, the survey agent will check the date the last survey was sent to the customer associated with the closed incident. If the number of days that has passed is greater or equal to your entry in this field, the survey will be sent to the customer. The count is based on calendar days, not business days.

This does not apply to surveys sent manually from the Incident screen.

Logic Operator

Select All to send surveys based on every selected send condition (category, customer group, rep group, and closed incident status). Select Any to send surveys based on at least one of the selected send conditions.

Category

Use this option if you wish to make the survey available for sending with incidents/changes that have a specified categorization. When a categorization is specified in this field, the survey will be:

• Available from the Incident or Change screen (if the incident/change has been saved)

• Sent automatically after an incident/change with the selected categorization is closed.

The categorization level you specify in this field should be the highest level for matching with an incident/change categorization. For example, if the incident/change categorization is Network/Connection/Cable:

• If you select Network in this field, the survey will be available for saved incidents/changes and sent after closed incidents/changes with a first level categorization of Network, even if the second and third level categorization is different.

• If you select Network/Connection in this field, the survey will be available for saved incidents/changes and sent after closed incidents/changes with a second level categorization of Network/Connection, even if the third level categorization is different.

If you leave this field blank, it will be available for sending with all incidents/changes.

Customer Groups

Place the cursor in this field to select one or more customer groups, making the survey available for sending with incidents and/or changes that have the selected customer groups.

Rep Groups

Place the cursor in this field to select one or more support representative groups, making the survey available for sending with incidents and/or changes that have the selected support representative groups.

Closed Incident Statuses

Place the cursor in this field to select one or more closed incident statuses, making the survey available for sending with incidents that have the selected labels.

Closed Change Statuses

Place the cursor in this field to select one or more closed change statuses, making the survey available for sending with changes that have the selected labels.