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KINETIC SURVEY

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User and Management Guide

Version 5.0.3

 

Revised June 16, 2011

 

File:30_Kinetic_Survey/Documentation/User_Manual/image002.jpg

 


© 2011, Kinetic Data, Inc.

Kinetic Data, Inc, a BMC Software® Solutions Partner.

Remedy, a BMC Software Company

Remedy, the Remedy logo and all other Remedy product or service names and registered trademarks are trademarks of BMC Software, Inc.


Contents

 

 

Kinetic Survey

 

Kinetic Survey Uses

Use your surveys for these and other purposes:

·         Call scripting

·         Forms management

·         Data validation

·         Knowledge assessment

·         Voting

·         Event registrations

 
Kinetic Survey is a comprehensive tool for creating and administering surveys of all types using BMC Remedy Action Request System®.

You can generate surveys quickly across large or small groups with questions specifically tailored to them.

Kinetic Data and BMC Partnership

As a BMC/Remedy user, you know that Remedy delivers service management software solutions that enable your organization to automate and manage internal and external service and support processes. As a BMC Solutions Partner, Kinetic Data delivers Remedy system enhancements expanding Remedy capabilities and processes that save you time while providing results faster and more efficiently.

Kinetic Survey User and Management Guide

This manual provides processes and procedures to create surveys, their templates and questions, review completed surveys and reports, set up users of Kinetic Survey, localize surveys, as well as manage and administer surveys for your organization.

Note


This manual is intended for Kinetic Survey managers and users.


Who Should Read this Manual?

To use Kinetic Survey, you must have user privileges. See Users and Groups Administration.

Related Documentation

§Kinetic SR Installation and Configuration Guide

§Kinetic Survey Integration Manual

§Kinetic Survey Release Notes

The purpose of this chapter is to provide Kinetic Survey system administrators with definitions of user groups to apply within the Remedy user setup and security, which allows you to understand how to manage security. Typically, system administrators assign and manage groups and users.

Kinetic Survey Users and Groups

Kinetic Survey delivers seven user groups for user security. Please see your Remedy Action Request System documentation for more information on assigning Kinetic Survey User Groups to users.

There are five types of users: Administrator, Survey Manager, Survey Inspector, Survey Integrator, and Survey Reporter.

Administrator

This user has Remedy AR System Administrator permissions and is often the person that installed the application. The Administrator has access to all forms including background survey configuration information and can add users and groups to the AR System.

Survey Manager

This user creates and modifies surveys sent to customers or employees. The number of Survey Managers allowed for the system corresponds to the number of purchased Kinetic Survey user licenses. This user must have the following groups added to their user record:

KS_SRV

KS_SRV_Manager

KS_MSG, KS_CORE

Survey Inspector

This user can view survey results, add notes to surveys and close surveys. Kinetic Survey does not limit the number of Survey Inspectors allowed to access the system. This user must have the following groups added to their user record:

KS_SRV

KS_SRV_Inspector

KS_MSG, KS_CORE

Survey Integrator

This user has access to managing the integrations associated with Kinetic Survey, sometimes this user may have more technical expertise in creating qualifications from a data source that funnels customer information into Kinetic Survey. This role can, and often will, be the same person as a survey manager.

KS_SRV

KS_SRV_Manager, KS_SRV_Integrator

KS_MSG, KS_CORE

Survey Reporter

This user has access to reports associated with Kinetic Survey.  Reports are run either from within Kinetic Survey or an application like Business Objects.  This role is often the same as the Survey Inspector.

KS_SRV

KS_SRV_Reporter

KS_MSG, KS_CORE

 

Table 1: Kinetic Survey User Groups

Group Name

Group ID

Description

KS_SRV

10105

Required. All users must be assigned to the KS_SRV group to access the Kinetic Survey application through the user tool.  Customers that are only completing surveys do not need a license of any kind.

KS_SRV_Manager

10305

Assign users to this group who create surveys. IMPORTANT: Licensing is based on the number of users in this group. Each person assigned to this group requires an additional license and fee. Contact your Kinetic Data sales representative for more information on licenses.

KS_SRV_Inspector

10306

Assign users to this group to view completed surveys. This group cannot create or modify surveys.

KS_SRV_Reporter

10307

Assign users to this group who create or modify survey reports, but are not already part of the Survey Manager or Remedy Administrator groups. This group has visibility to all survey-related forms for reporting purposes.

Use this group to give user access to all background forms for reporting, but not a Survey Manager or Remedy Administrator.

KS_SRV_Integrator

10310

Assign to users who need access to create new integration points (data sources) for Kinetic Survey.

KS_MSG

10110

Assign users to this group who create and modify survey message text. Typically, these are the same users who have KS_SRV_Manager permissions.

KS_CORE

10010

Required. All users must be assigned to the KS_CORE user group to access shared menus and forms across all Kinetic Data applications through the user tool.

       

This chapter provides procedures for you to perform the following:

§Accessing the Survey Author Console

§Survey Templates – Finding, Creating, Cloning, and Deleting

§Creating or Modifying Survey Template Details

§Creating Elements

Accessing the Survey Author Console

Note


The first time you access the Survey Author Console you might see the form listed as KS_SRV_Manager. Survey Author Console is the alias for this form.


From one single place, Survey Author Console, a user or manager can perform all typical survey tasks including; create surveys, add questions, display options, monitor results, run reports, and much more.

To access the survey author console

a.     Open the Remedy AR System User Tool. From the AR System User toolbar, select the Open icon.

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Figure 1: Remedy Open Icon

-Or-

From the AR System User toolbar, select the File menu and Open.

1.     The All tab of the Open dialog displays, listing all Remedy forms.

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Figure 2: All Tab on the Open Dialog

2.     From the All tab list of the Open dialog, highlight the ‘Kinetic Survey-Author Console’ and click Open.

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Figure 3: Survey Author Console

Survey Templates – Finding, Creating, Cloning, and Deleting

From the Survey Author Console you can create, delete, and search for survey templates:

§Finding Survey Templates

§Creating a New Survey Template

§Clone Survey Templates

§Delete Survey Templates

Finding Survey Templates

The Survey Manager screen has three sections:

§At the top, the Survey Templates section displays survey templates currently available in the system.

§At the bottom, the Survey Template Details section displays survey template details highlighted in the top section.

§On the left-hand side of the screen are hyperlinks underneath Manage Surveys for you to perform advanced functionality on your surveys.

Using the Category and Type fields and Status drop-down list of the Survey Manager Console enables you to search for surveys by categorization or status.

To search for a survey template

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

-Or-

3.     To narrow the search, select one or more of the following fields:

§In the Search Category field, select the name of the survey template category.

§In the Search Type field, select the type that corresponds with the Category selected.

§In the Search Status drop-down list you can select one of the following:

Ø  New

Ø  Active

Ø  Inactive

Ø  Closed

Ø  Delete

Ø  (clear)

4.     Click Search.

5.     To begin another search and clear the Search Category and Search Status fields, click Clear.

Details of the survey template selected in the table display in the lower half of the form.

 

Creating a New Survey Template

 

Note:

 

 

 

 

 

 

 

 
Access the Survey Manager.

1.    

Newly created templates inherit all style information configured for the survey product.  These default styles are set in the Configuration Manager

 
At the bottom of the survey templates table on the Survey Author Console, click the New button. The New Survey Template dialog displays.

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Figure 4: New Survey Template Dialog

2.     The Category field defaults to the current category.  By using the drop-down list you can select a different category. Categories are defined by your Administrator, and can include permission groups.  For more information see the configuration section.

3.     In the Type field enter a type or select one from the drop-down list. Types are specific to a category and are not mandatory.

4.     In the Survey Template Name field enter a name for this survey template. The Name must be unique within each category.

5.     The Survey Description field allows you to enter a description for this survey. If you select the ellipses () adjacent to the field, a dialog displays for you to enter more data.

6.    

Tip:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Targeted surveys are appeals specific to a particular person.

 

 
Allow Anonymous Surveys gives you the ability to present surveys without designating a specific recipient.  An example would be having a survey that anyone can access from your Web site.  This status is excellent for testing and refining the presentation of your template. 

7.     Click Save.

You can now begin to create questions or other elements for your for the survey template.

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Figure 5: Survey Author Console with Newly Created Survey

Survey Status Descriptions

Survey status defines the survey template’s state. This includes modes for testing, whether integrations will fire, and ability to complete sent or in progress surveys.

Table 2: Survey Status States Descriptions

Survey Status

Description

New

This is the testing mode for the survey template. All functionality is available from this status. 

Changes are not audited in this status

 

Active

Active survey templates are in production.

Modifying questions, integrations, and other configuration items are disabled as changes to an active survey can skew survey results or cause other unexpected issues. 

If a change needs to be made to an active survey template, you must click on the “Allow Modification” button in order to make any changes.

Any changes are audited in this status.

Inactive

Participants can complete surveys but new surveys cannot be sent to participants.

Closed

This locks the survey and changes cannot be made. New surveys cannot be sent and surveys in the field cannot be completed.

Delete

This deletes a survey. You can only delete a New status survey from the Survey Manager.

Surveys can go between Active, Inactive and Closed as often as needed. However, a survey in the Active, Inactive, or Closed status cannot return to a New status. Before changing the New status to Active, be sure you are ready to deploy your survey.

 

Changing the Status on a Survey Template

All survey templates start in a New status.  To change to another status, select the desired status from the ‘Status’ drop down list and click the ‘Save’ button.

 

Making Changes to an Active Survey Template

Once a survey template is in active state, you can no longer make changes to it, by default, as it is now considered “In Production”.  However, there are times when an active survey must be changed.   Any changes made to an active survey template will be audited.

Change an Active Survey Template

1.     Select an Active survey template from the Survey Templates field.

2.     Your survey template displays in the Pages tab. Notice that the Add, Modify, Delete and Page Editing buttons are disabled.

File:30_Kinetic_Survey/Documentation/User_Manual/image008.pngFile:30_Kinetic_Survey/Documentation/User_Manual/image009.pngFile:30_Kinetic_Survey/Documentation/User_Manual/image010.jpg

Figure 6: Active Survey Screen

3.     Click the Allow Modifications button.

4.     The Add, Modify, Delete and Page Editing buttons are now active.

5.     Make your changes. When prompted to save your changes, click the Yes button.

Use cloning of an existing survey template to create a copy for testing changes.


TIP


Clone Survey Templates

A cloned survey template copies all of the questions, notifications and attachments from the original; in essence, it is an exact duplicate of the original.

Cloning a survey template is useful when creating surveys for different locales, such as a U.S. English survey and a French-Canadian survey, or when you want to survey for a particular period, such as to segment first quarter surveys from second quarter’s in order to make comparisons.

For reference, when you clone an original survey template, the clone retains the Survey Instance ID of the originating survey. Subsequently, if you clone a cloned survey template, the cloned child retains the Survey ID of the originating survey as well.

For example,

§If Library Survey A is cloned the Original Survey Instance ID for Library Survey A-Clone is:

KS00D0B7A9C485fULjPwldyyEwDAUA

§If Library Survey A-Clone is again cloned the Original Survey Instance ID is also:

KS00D0B7A9C485fULjPwldyyEwDAUA

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     Click Clone. A dialog appears asking what you want to call the new template.

4.     Modify this clone as needed.

Delete Survey Templates

TECHNICAL Tip


To restrict managers from deleting surveys remove the KS_SRV_Manager permissions from the Delete button and status.


1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     Click the Delete button.

4.     Click the OK button when prompted with the dialog. Any deletes will be audited and can be viewed from the Configuration hyperlink on the left side list, and then click on the Audit page. 

Caution! Deleting a Survey Template deletes all completed surveys associated with the template

If a Survey Template is deleted by accident, contact your AR Administrator or Remedy Administrator, immediately.  The Template is not officially deleted from the system for a minimum of 24-hours and can be retrieved by your administrator if they are notified within that timeframe. 

From the Template Details section of the Survey Author Console you can create or modify survey questions, set up notifications, establish rules, display options and more.

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Figure 7: Survey Author Console

In this section, we describe procedures to create and modify the details of a survey template. This section is organized by the tabs of the Survey Template Details section of the Survey Author Console.

§The Pages Tab — Allows you to create questions, add images and text to your survey, and edit the look and feel of the survey.

§The Style Tab— Allows you to manage style (CSS-Cascading Style Sheets) information for your entire template. 

§The Notifications Tab— Allows you to create escalations to send to managers or others monitoring when a survey is submitted.  Also allows you to create reminders to send to survey invitees when they have not filled out a survey after a particular period of time.

§ Customer Surveys Tab — Allows you to view completed surveys and generate a new survey to send to other participants.

§Reports Tab — Allows users to run reports against customer surveys. Its functions are described in Survey Reporting.

§Sources Tab — Allows you to view integrations to other Remedy applications connected to this survey.

§The Settings Tab — Allows you to configure other attributes related to a service item such as version, business unit, and other configured attributes. 

§Advanced Tab — Allows additional formatting of your survey, as well as additional advanced features.

§Audit Tab— Allows you to view the changes to the survey template including the change, person making the change and the date/time.

§Archive Tab- Allows you to set the criteria for archiving surveys from this specific template.

The Pages Tab

The Pages tab displays information regarding the elements that make up your survey. These elements include:

§Pages:  Pages come in three types: the Contents  page, a Review page, and a Confirmation page. All of the elements below reside on a page.

§Contents pages include questions and other elements including a Submit button.

§Review pages allow a customer to see the previous pages they have completed in a survey. It can also be accessed with a direct URL.

§Confirmation pages do not include questions or a Submit button but can include text and images. A confirmation page is not required. If a confirmation page is not included, the default confirmation page will be used.

§Sections:  Sections are groupings of other elements that can include questions, text and images. They are useful for hiding, as entire sections can be hidden or shown without having to hide or show individual elements. However, sections are not required for a survey.

§Questions:  Questions are the reason for any survey. Questions can include different answer types, defaults, dynamic lists, and branching. See Add New Question for more information. You can create new questions or copy questions from other surveys.

§Text:  Text can be static text or dynamic text that is looked up from somewhere else in your survey. For instance, you could include the person’s name in the survey or include an answer to a previous question.

§Images: Surveys can include one or more images. Images may include a header image at the top of the page, or images within the body or footer, they can also be shared from one page to the next.

§Copy Existing Element:  Elements can be copied from a source template to a destination template.  

From the Pages tab, survey elements can be created, modified and deleted. Elements can also be re-ordered and each page can be edited to change fonts, layout and more.

In order to add new elements such as questions and sections to your page use the Add button from the Pages tab.

1.     Click the Add button.

2.     A dialog displays where you can select the element type you want to add.

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Figure 8: Select Element

3.     Click the element you want to add and a dialog specific to that element displays.

Note: Each element will be discussed separately.

§Add New Question

§Add Page

§Add Section

§Add Text

§Add Image

§Copy Existing Element

 

Add New Question

When you select Add New Question from the Select Elements dialog, the question dialog displays.

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Figure 9: Survey Question Dialog

Within the Survey Question dialog an author can choose specific answer types, set defaults, validate an answer, or create events for this question. 

 

Tabs from the questions dialog are individually explained (i.e., Answers, Defaults, Validation, Style, Events, and Advanced), as follows. 

1.     Enter your question in the Question field.  This is what will be shown on any reports that are run against this survey template.

2.     If needed, enter a Question Label.  This is what shows up in the browser of the user.  It can include any HTML markup.  If this is not entered, the Question value will be inserted here. 

Note:  Click the Blank checkbox for a clear or empty label. 

3.     When a survey author is referencing a question, the information under Menu Label will show in the various menus referencing this question. Examples include; page editor, creating qualifications, adding fields to a message template, etc.  (By default, the question label will include the first 40 characters of the question field.  If you would like something more descriptive for menus you can enter it here.)

4.     Select an Answer Type from the drop-down list.

5.     Most answers need to be submitted by the form, after all, the goal of the request is to collect information from the user.  Sometimes, an answer is only needed as a placeholder to lookup other information, and then is no longer needed.  For that case, the Transient checkbox in the lower right-hand corner can be used to indicate that the answer for this question should not be submitted with the form.

The Answers Tab

The Answers tab displays specific fields relating to individual Answer Types as they are chosen.  These fields are the means through which users or managers create survey questions. 

Answer Type

Depending on what you select from the Answer Type drop-down list you will see different options according to the Answer Type. For example, if you select Free Text you will see a different window than the List type. There are different Answer Data Types to select from and each one changes your screen to reflect data input needs. They are:

§Attachment

§Date

§Date/Time

§Decimal

§Dynamic List

§Email

§Free Text

§Integer

§List

§Numeric Range

 

Attachment

Attachment questions allow users to add attachments on survey submissions. File size can be restricted as well as file types using this type of question.

1.     Select Attachment from the drop-down list adjacent to the Answer Type field.

2.     The Answers tab repopulates with new fields. 

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Note:

 
Figure 10: Attachment Answer Type Fields

3.    

Answer Mapping is a valuable tool that requires a little careful planning to assure intended results. 

Multiple questions can be mapped to the same field but it is important to understand that the last value submitted is actually written or stored into that field. 

Example: If you have a validation status answer mapped question on Page 1 and a validation status answer mapped question on Page 2 and they are filled out in both situations, Page 2 will override Page 1. 

 
Adjust the Text Size .  This is the size of the field shown to your users.

4.     As an option, click the drop-down menu for Answer Mapping.

A valuable tool offering the ability to map an answer into a survey base record, Answer Mapping is accessible from all Answer Data Types.  As an example, in a survey where one of the questions is “First Name”, the answer can be stored as a normal answer, and it can also be stored in the “First Name” field of customer survey record, making it accessible for reporting and messaging purposes. 

Another useful example would be in triggering additional workflow.  For instance, a question such as “Do you approve this request?” could be mapped into the “Validation Status” field on the customer survey record. 

5.     File size limit is set to default at 1024 kb (1 MB). 

Before changing the File size limit field, check with your Remedy Administrator as to the volume of attachments you are expecting to avoid overwhelming the database.

6.     If needed, click Enforce Field Types and select a file type from the Types Allowed drop down list.  Choices are .doc, .gif, .pdf, or .xls files.   Other file types can be added by your Administrator.  Multiple file types can be selected, but should be separated by a space.

7.     If needed, change either the Upload label or Clear label.  These values show up on buttons next to the field where users can select an attachment to include in the survey.

8.     Click the Save button if you are done editing the question.  If not, continue on to the other tab descriptions.

Or

9.     Click Close button if you do not want to save your data.

Date

Date questions allow you to collect date based information in a variety of ways.  When a date question is submitted by a user, Kinetic Survey formats the date in an ISO standard format – YYYY-MM-DD.  Date questions always default to the current date.

1.     Select Date from the drop-down list adjacent the Answer Type field.

2.     The Answers tab repopulates with new fields.

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Figure 11: Date Answer Type fields

3.     Select a text size. Only needed if you select Display Question Value (see below). This sets the width of the Display Question Value field.

4.     Click on the drop-down list adjacent the Answer Style field and select the appropriate language.  This refers to the list of months.  New languages can be added by adding new lists to the template “Locale Specific Dates-Survey” in the SYSTEM_DEFAULTS category.

5.     Click the Allow Blank check box to allow users to submit a blank date field.

6.     Click the Show Calendar check box to display a calendar widget on your survey.

a.     You can chose to hide the standard date fields and just show the calendar widget by selection Hide Date Fields.

7.     Click the Display Question Value check box to display the date.

8.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the request base fields.  See Answer Mapping under the Attachment section abovefor details. 

 

Date/Time

The Date/Time answer type is an expansion of the Date answer type to include time. By default, a Date/Time question displays six fields, year, month, day, hour, minute, and AM/PM. You also have the option of displaying a date/time widget, and the actual date/time value. When a date/time question is submitted by a user, Kinetic Request formats the date in a standard ISO format – YYYY-MM-DDTHH:MM:SSZ, even though the date displayed on the form is Day Name, Month Name Day, Year Hour:Minute:Seconds (24 hour time format).  Date/Time questions always default to the current date and time.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image015.jpg

Figure 12: Date/Time Question Dialog

 

1.         Select Date/Time from the drop-down list adjacent the Answer Type field.

2.         The Answers tab repopulates with new fields.

3.         Select a text size. Only needed if you select Display Question Value (see below). This sets the width of the Display Question Value field.

4.         Click on the drop-down list adjacent the Answer Style field and select the appropriate language.  This refers to the list of months.  New languages can be added by adding new lists to the template “Locale Specific Dates-Survey” in the SYSTEM_DEFAULTS category.

5.         Click the Allow Blank check box to allow users to submit a blank date/time field.

6.         Click the Show Calendar check box to display a calendar widget on your survey.

a.     You can chose to hide the standard date/time fields and just show the calendar widget by selection Hide Date Fields.

7.         Click the Display Question Value check box to display the date.

8.         If you just want to show the date fileds, or want to just use the calendar widget, select Hide Date Fields.

9.         Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the request base fields.  See Answer Mapping under the Attachment section abovefor details. 

 

Decimal

Decimal questions will only allow a user to type in numbers and a period.  If a non-numeric character is attempted, the user will be prompted with a message when the field loses focus.  This default message can be personalized on the Validation tab (see validation tab section).

1.     Select Decimal from the drop-down list adjacent to the Answer Type field.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image016.jpg

Figure 13: Decimal Answer Type View

3.     Text Size determins the widthof the field on the survey.

4.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

5.     Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

6.     Click Close button if you do not want to save your data.

 

Dynamic List

Dynamic Lists are questions where the list/menu shown to the user is dynamically generated via a Remedy qualification.  This is similar to a “Search” menu in the AR System.  What is shown to the user may be different for every user including the context displayed.

In addition, you may want to use this to reference data in other forms instead of re-typing them into Kinetic Request.  An example of this would be a list of States/Provinces.

It is important to note that the dynamic list is generated when the survey page is displayed.  Therefore, you cannot have dependent dynamic list menus within the same page (one menu dependent on the answer to a question on the same page – see the Populate Menu event for this).

Dynamic lists will only show unique values on the list menu, so if you have two entries that are identical, it will only show one.

1.      Select Dynamic List from the Answer Type field.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image017.jpg

Figure 14: Dynamic List, Answer Type View

3.    

In order to sort by the original value, choose Request ID

 

Option:  To sort by the label versus the given value, choose the same field as that on the label.  Auto type will sort by the label, even though the new value may show different answers. 

 

 

Tip:

 
Select a form from the drop-down list adjacent the Form field.  This list includes all the forms you have acces to on the Remedy server.

4.     Select a Label from the drop-down list of fields on the form selected.  The label is what is shown to the customer.

5.     Select a Value from the drop-down listof fields on theform.  The value cooresponds to a specific label, and is what is actually stored in the Remedy database.

6.     If your list is going to show date/time, select a format from the Date Format drop-down.

7.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the request base fields.  See Answer Mapping under the section on Attachment for details. 

8.     As an option, select a Sort Field from the drop-down menu, or use the same field as the label or value. 

Note:  Sort Field can be, but doesn’t have to be, the same as the value in the label.  

9.     Click the Build Qualification button to enter qualifications into the dialog box that displays.

Note:  Qualifications using fields from your request (either Base information or answers will appear as <FLD>MenuLabel, Field/Id</FLD>

10.  If you want the Dynamic List question to trigger Remedy ‘Get Entry’ workflow, check the box for Use Get Entry.

11.  Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

12.  Click Close button if you do not want to save your data.

Email

Email questions will display as a normal text field on a survey.  When the customer moves focus away from the field, pattern matching will check for a valid email address (see the pattern on the validation tab for specifics).

1.     Select Email from the drop-down list to Answer Type. 

2.     The Answers tab repopulates with new fields.

3.     Select the Text Size for the email field which will appear on the survey.

4.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

5.     Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

6.     Click Close button if you do not want to save your data.

 

Free Text

Free text questions allow users to type any text into a field.  This field can be multiple rows (a text area in HTML) or a single row. 

1.     Select Free Text from the Answer Type drop-down list.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image018.jpg

Figure 15: Free Text Answer Type View

3.     Use the arrow key in the Text Size field or type a number to select a specific width for the answer text.

4.     Use the arrow keys in the Text Rows field or type a number to select a specific number of rows for the answer text.

5.     If desired, enter a value into the Max Number of Characters field to limit the number of characters that can be entered into the field.

6.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

7.     Click the Save button if you are done editing the question.  If not, continue on to the other tab descriptions.

Or

8.     Click Close button if you do not want to save your data.

Integer

Integer questions will only allow a user to type in numbers.  If a non-numeric character is attempted, the user will be prompted with a message when the field loses focus.  This default message can be personalized on the Validation tab (see validation tab section).

1.     Select Integer from the drop-down Answer Type field.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image019.jpg

Figure 16: Integer Answer Type View

3.     Select the Text Size the user will see when displaying this integer field.

4.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

5.     Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

6.     Click Close button if you do not want to save your data.

List

List questions are a pre-defined set of items that a survey respondent can choose.  The set can be displayed as a drop-down list, radio buttons or check boxes.  You can set the order that these items appear and have a score attached to each item.  Lists can be re-used within a survey template. 

 

1.     Select List from the drop-down Answer Type field.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image020.jpg

Figure 17: List Answer Type View

3.     Type a new name for your list in the List Name field, or select an existing List Name from the drop down list box.

4.     Select a Type:  Check Box, List box, Radio Button

a.     A Check Box offers the opportunity for submitters to make MULTIPLE choices from the list

b.     A List Box allows a single choice from a drop-down menu. 

c.     Radio Button allows users to make a SINGLE choice from the elements in the list.

5.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

To add space between your horizontal radio buttons, add one or more “&nbsp;” (HTML for a space). 


TIP


6.     Select Justification:  Horizontal or Vertical to determine the presentation of the list (applicable to only Check Box and Radio Buttons).

7.     If you select the Apply Not Applicable check box, the N/A Value field auto-populates.  You can override this label with another value if needed.

8.     Add a value for your list in the Menu Value + field.  If you do not want to manually set a Score, Order, or Label you can hit return to have this value added to the list.

9.     Add a label for this value if you want the label to be different than the value.  The label can contain a value, HTML markup or a combination.

10.  Adjust the score to represent the score for this List item.

11.  Adjust the Order to select where your Menu Label displays, as shown in Figure 17: Menu Label with Order and Score Fields. For example, if you want your new Menu Label to be the fifth choice, enter five (5) in the Order field.

File:30_Kinetic_Survey/Documentation/User_Manual/image021.png

Figure 18: Menu Label with Order and Score Fields

12.  Click the Save Choice button and the Menu Label displays in the Choice box along with your selected order and score.

13.  Click the Clear Choice button to clear the Menu Label field.

Note:  Click the Clear Fields button to clear ALL fields on this screen.

14.  Click the View Choice button if you want to change the Value, Label or its Score and Order.

15.  Click the Remove Choice button to delete your Menu Label.

16.  Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

17.  Click Close button if you do not want to save your data.

Numeric Range

Numeric Range questions will present a series of radio buttons or a drop-down list that includes all integers within your Minimum to Maximum range.  The score for each of these items will equal the value of the integer selected.

1.     Select Numeric Range from the drop-down list Answer Type field.

2.     The Answers tab repopulates with new fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image022.jpg

Figure 19: Numeric Range Answer Type

3.     Enter integers in the Minimum and Maximum fields.

4.     Select a Type:  Check Box, List box, Radio Button

d.     A Check Box offers the opportunity for submitters to make MULTIPLE choices from the list

e.     A List Box allows a single choice from a drop-down menu. 

f.      A Radio Button will only allow users to make a SINGLE choice from the elements in the list.

5.     Select Justification:  Horizontal or Vertical to determine the presentation of the list (applicable to only Check Box and Radio Buttons).

6.     If you click the Apply Not Applicable check box then the N/A Value field populates.  This value can be overriden if needed.

7.     Select an Answer Mapping if desired.  Answer Mapping will map the answer from this question back into one of the survey fields.  See Answer Mapping under the section on Attachment abovefor details. 

8.     Click the Save button if you are done editing the question.  If not continue on to the other tab descriptions.

Or

9.     Click Close button if you do not want to save your data.

 

Transient Questions

As previously mentioned, most answers need to be submitted with the form, but sometimes an answer is only needed as a placeholder to lookup other information, and then is no longer needed.  For that case, the Transient checkbox in the lower right-hand corner can be used to indicate that the answer for this question should not be submitted with the form.

The transient flag can be used with all question types except attachment questions.  Questions that use the transient flag operate exactly the same as normal questions, with the exception that the answer is not submitted.  Therefore, transient questions can be used in client side events, such as show/hide, set fields internal, set fields external, and custom actions.  Client side events can also be used on a transient question.


The Defaults Tab

The Defaults tab allows you to specify a static default or a dynamic value into the question field.  You can use both the static default and the dynamic value together.  If the dynamic option does not return a value, the static default is used.

Enter a Default Value

1.     Select the Defaults tab.

2.     In the Default Answer field, enter the default (static) value for this question.

Enter Default Retrieved from Another Form

1.     Select the Use Advance Defaults check box. The Default Lookup fields will become available.

File:30_Kinetic_Survey/Documentation/User_Manual/image023.jpg

Figure 20: Defaults Tab

Use the Form and Field Name drop-down lists to select from where you would like to retrieve the default value. 

2.     Select the Form that holds the value you want to lookup. 

3.     Select the specific Field Name that holds the value.

4.     The Existing Qualification drop-down list can be used if you need to take several defaults from the same form using the identical qualification.

5.     The Build Qualification button allows you to specify which fields on the current form link the user to the form from which you are retrieving a value.  Click the Build Qualification button to display the Advanced Qualification dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image024.jpg

Figure 21: Advanced Qualifications Dialog

 

6.     Make a selection from the Add Fields drop-down list box.

7.     You can also use the value buttons, for example LIKE or <= for more finite searching of established qualifications.

8.      Click the OK button to save your changes.

9.     The qualification will be displayed in the Qualification field on the Defaults tab. 


The Validation Tab

The Validation tab allows you to prompt for a required question from the user, specify a specific pattern for an answer, and set help text.

Under the Validation tab, a few of the Answer Types (integer, decimal, and email), typically set by an Administrator, will automatically populate or default to a Pattern.

1.     Click the Validation tab.

File:30_Kinetic_Survey/Documentation/User_Manual/image025.jpg

Figure 22: Validation Tab

2.    

Tip:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Help Text should be short.  Some browsers will only render one line of Help Text. 

 

Example:

Pattern Label could be a standard e-mail address, a numeric range, or a URL that must fit the pattern dot.com or dot.org.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
If you want to add a Required Question for the user, click the check box labeled Required Question.

3.     Once Required Question is checked, the User prompt for required field is enabled and you can enter the text displayed to a user if the question is not filled out when submitting the survey.

4.     If you do not want the particular question scored, click the check box adjacent to Do Not Score.  By default, list and numeric range questions are scored.

5.     If the Answer Type of the question has a default pattern, the Pattern, Pattern Label, and the User prompt for answer style validation fields will be filled.  You can replace the text in the User prompt field with your own text if desired.

6.     If the question doesn’t have a default pattern, choose a Pattern Label from the drop-down menu, if needed

Pattern Label will set a specific pattern for some Answer Types requiring a user to enter an answer that matches the pattern.  This field can be changed if it automatically populates to a default.  Patterns are entered and maintained by an Administrator.

7.     Underthe Pattern field, code will appear supporting the Pattern Label.  New patterns cannot be entered, the must be setup in the Configuration Manager.

8.     Click the Save button if you are done creating your question.

The Style Tab

The Style tab allows for modification, deletion or creation of multiple style properties for a question.  Specific options offered for modifications are:

§  Question Label:  The label appearing above or to the side of a question.

§  Answer Label: The label(s) appearing next to any checkbox or radio button answers.

§  Answer Value:  The actual box and text that appears to fill-in an answer for “free text” questions.  It also applies for “list” questions as the button/checkbox.

§  All:  Styling at this level will apply to all child elements above within a question. 

There are drop-down lists that allow you to quickly add a style to your question.  Hide/Remove lets you easily hide or remove the entire question when your survey is displayed.  The CSS Style Class drop-down lets you choose from a CSS Class that is already available for this template.  You can also type your own class name directly into the field and it will be added to the list.

Note:  Child element styling will take precedence over “All” styling.

Create a Style

 

1.      Click the Style tab.

2.     Click Add or Modify

File:30_Kinetic_Survey/Documentation/User_Manual/image026.jpg

Figure 23: Style tab for Question

 

File:30_Kinetic_Survey/Documentation/User_Manual/image027.jpg

Figure 24: Style Type, Selector, and Properties

 

3.     Choose the appropriate style.

4.     The format for Style Properties is property colon value semi-colon (ie: width:100%; or display:none;). 

Ø  Click on the Helpers drop-down for all available HTML helper properties. 

Note:  Not all Helper HTML properties will work the same for every browser. 

5.     Click Save and Close


The Notifications Tab

The Notifications tab allows you to send one or more notifications based on a score. Typically, this is used to notify a manager of a particular survey submission, such as a poor score, or a good sales lead.

As this type of notification is based on score, the Notifications tab is only shown if the Answer Type is List or Numeric Range.

Notifications can be either Standard or Dynamic. Standard notifications will include a static email address of where to send the notification.  Dynamic Notifications will derive the “To” address from a value (Answer or attribute) within the survey itself. 

Notifications can also be sent on entire survey results (versus a single question).  This is done via the Notifications tab on the Survey Manager itself. See Survey Manager, The Notifications Tab.

Reminder:

 

 

 

 
Create a New Notification

1.    

Notifications are score based and the tab is hidden unless the Answer Type is List or Numeric Range 

 
Click the Notifications tab.

File:30_Kinetic_Survey/Documentation/User_Manual/image028.jpg

Figure 25: Notifications tab

2.     Select the desired Notification Type (Standard or Dynamic). 

3.     Enter a value for Send Email To:

a.     For Standard Notifications: Enter an email address into the Send Email To field.

b.     For Dynamic Notifications: Select the Survey field or Question from the menu that will hold the “To” email address.

4.     Enter the operator in the When Value Is field (Equal To, Greater Than, Less Than).

5.     Enter the Score corresponding to the operator.

6.     Select a Message Template.  A message template is the format of the message to send to the user.

7.     Optional: Click Trigger on Validation Status change if this notification should be evaluated on a Validation Status change. Typically, notifications are only evaluated when a survey is submitted. By clicking this button, the notification will also be evaluated when the “Validation Status” changes on a customer survey. Validation Status is often used for approvals on forms.

8.     Click Save to save the Notification.  The notification will appear in the table.

Modify Existing Notification

1.     Select a notification in the Notifications table.

2.     Click Modify.  The notification information will appear in the corresponding fields on the table. 

3.     Modify any necessary fields. 

4.     Click Save to save the Notification.  You may also click Clear to exit out of modifying the notification.

 


The Events Tab

Generically, Events are set to occur as a customer is filling out a survey, as a “cause and effect” trigger.  Events happen on the screen, in real time, and trigger certain Actions.  They apply to all the elements of a survey template (i.e., Question, Page, Section, Text, and Image).  Depending on the element, an Event can appear in different forms. 

Events are typically most useful only for questions using a list or menu where a “known” set of answers is available to the user.  This would include question types like: Numeric Range, List, or Dynamic List.  However, events can be used on all elements and answer types.

If you need events to fire in a particular order, there are Up and Down buttons on the side of the events table on the events tab.  Some events also have a Wait Until Finished option that will make the next event wait a certain maximum time for a response before starting the next event.

All of the available Events are listed here, not just the events specific to questions.  See table 3 for a list of events by element.

§attachMenu – after a menu is attached to a question this event is triggered.  Often used in conjunction with custom javascript.

§beforeSubmit – takes place after the submit button is clicked, but before any data is submitted to the database.

§Blur – To leave or “lose focus” in a field.  

§

Tip:

 
Change – To enter data or information in a field, and then change that information.   

§

A question could have a “Change” event, but an Image could not have a “Change” event

 
Cick – To click on an element commonly a radio button or check box. 

§*Custom* - To allow the customer to create a custom event.

§Focus – The opposite of “blur.”  To click in a field, is to “focus.” 

§Load – When a page is displayed. 

§Keyup – The action of a key coming up.  Normally used with the Fire Event If – ‘Return was Pressed’ parameter.

§Mouse out – To move the cursor outside an element. 

§Mouse over.  To move the cursor over an element. 

§setFieldsReturn – Happens after a Set Fields action when the ‘Return was Pressed’ Fire Event If parameter is used.

§Submit – When data from the web page is submitted to the database.

Note: Both a click event and a change event can happen, simultaneously. 

Table 3: Events Applicable to Elements

Element

Applicable Event(s)

Question

Custom, attachMenu, Blur, Change, Click, Focus, keyup Mouse Out, and setFieldsReturn

TIP


Pages

BeforeSubmit, Load, setFieldsReturn, and Submit

Use Sections when you want to hide or show multiple request elements.


Section

Mouse Out and Mouse Over

Text

Custom, setFieldsReturn, and Click

Image

Click

Image, text, and question have a built in Help Text feature that resembles the ‘Mouse Over’ event.

From the Events Tab a user can make a particular task “conditional” based on an Action that happens in a form.

Actions are triggered when a customer fills out a survey that has an Event (or Events) built into the form.  The following table has descriptions of the available actions.  All actions are available for each event.

Table 4: Action Descriptions

Action

Description

Custom

Allows advanced users to write their own JavaScript that would be triggered on an event.

Hide and Show In Place

Selectively choose which elements are visible and which are hidden, depending on a selected answer value.

Insert and Remove

Allows users to insert an element, or remove an element depending on an event.

Populate Menu

A new menu is populated based on an event.  A new menu can only be added to a “list” answer type.

Read Only and Read/Write

Make a question unavailable, but still visible, or the option to both read and write in a field. 

Required and Optional

Make something conditionally required based on an event. 

Set Fields – External

Set the value of questions on the page from a Remedy form based on a qualification.

Set Fields – Internal

Set the value of questions on the page from another question(s) or static value.

 

Fire Event If lets you customize when your Event/Action should fire.  Just like Events, Fire Event If has different options based on your previous choices.  All of the available “If Statements” are listed below.

Leaving the Fire Event If field blank defaults to true and your event will always fire.

The following are available only on question elements:

§Checkbox is checked – specific to checkbox answer types

§Return was pressed – specific to the keyup action

§This Value Equals – match the current answer

§This Value Not Equal To – does not match the current answer

§Page is Not Loading – Page has completed loading values, and now this event will happen

List answer type questions will also have a drop-down of the potential values.

The following are available for all elements

§Page is New – First time a page is loaded

§Page is NOT new – returning to a page

 

Choosing one of the “If Statement” options automatically constructs the appropriate javascript for you in the Fire Event If field.  You can put your own javascript in the field, or concatenate several statements together to create options that are more complex.

Dialog Examples for Events

While each action has a different dialog, they can be grouped into a few similar sets.  The following is an example of a Hide/Show action.  The Required/Optional. Read Only/Read-Write, and the Insert/Remove are similar to Hide/Show.

1.     Click the Events tab for your question.

File:30_Kinetic_Survey/Documentation/User_Manual/image029.jpg

Figure 26: Events Tab

2.     From the Events drop-down menu, select an event. 

3.     From the Action drop-down menu, select “Hide and Show In Place”.

4.     Click Add

 

File:30_Kinetic_Survey/Documentation/User_Manual/image030.png

Figure 27: Hide/Show

5.     Enter a name in the Action Name field.

6.     Enter a Fire Event If qualification if needed.  If no value is entered it will resolve to true and not restrict the event. A variety of basic javascript operators are available from the Operators drop-down. If Statement options are covered above.

7.     Choose a Survey Element from the Selected Item drop-down menu, and click on Show or Hide.

8.     To remove a chosen element, highlight the element and click on Remove. 

9.     If you want all the elements to also be Required or Option on either Show or Hide, select the Also require or Also make optional check boxes below their respective sections.

10.  If you need to change the event that was initially selected, use the Event drop-down list.

11.  If you want to disable the event, use the Status drop-down in the upper right corner of the dialog.

12.  When finished, click Save and Close. 

The javascript for the event is created and placed on your service items web page the next time it is saved.

Other Event Actions

Set Fields – Internal and Set Fields – External have very similar dialogs for creating their actions.

File:30_Kinetic_Survey/Documentation/User_Manual/image031.jpgFigure 28: Set Fields – External dialog

To complete this dialog after selection the Event and Action:

1.           Enter an Action Name that describes the action you are constructing and makes it easy to remember.

2.         Select the form you are getting the data from, from the drop-down list in the Form field.

3.         If needed select a Fire Event If statement from the drop-downs. There is a selection of basic javascript operators available from the Operators drop-down list. If Statement options are covered after the individual dialogs.

4.         Map the fields from your selected form to the fields on your template by clicking on the Add button.

a.     The left or Destination side lets you select the question on the service item that will receive the value.

Check the Fire Change Event box if this question has an event that needs to fire when the value is changed.  This event must be configured as a ‘change’ event in order to run.  By default, the application will set all the fields in the currently running Set Fields event first, then go back and fire the change events for all the fields that were configured to fire the change event.

If the change event needs to be fired immediately when the question value is changed, then also check the Fire Immediately checkbox.  Note that any question values that are also set in the currently running Set Fields event may not contain the values expected.  So if the event is triggered immediately, it should not depend on values of any other questions.

b.     The right or Source side lets you select from the answers or base values and then click the Add button.

or

c.     Type a static value into the Value field.

or

d.     You can combine multiple static and field values into the Value field.

e.     If you are going to be presenting the customer with a table of options to choose from, you can use the Visible in Table and use the Label field to customize the label.

f.      Use the Up/Down buttons to set the order the fields are displayed in the results table presented to the customer.

File:30_Kinetic_Survey/Documentation/User_Manual/image032.jpg

Figure 29: Mapping Dialog

5.         Build the qualification that defines the data that is returned by clicking on the ‘Build Qualification’ button and completing the Advanced Qualification dialog.

6.         If you are only expecting one record returned (search by unique ID), leave the drop-down list On Multiple Recods Select: at First.  If you may have more than one (search by Last Name), set the field to Show List.

§   If needed, the list will display with all the fields you have set in your mapping displayed to help the customer select the correct data.  If only one record is returned by the search it will populate the mapped fields.

§   If you are returning multiple records, there are options for sorting, and a Max Entries field available.  Max Entries is required, but defaults to 12.

§   If you want the Get Entry filter workflow to fire, check the UseGetEntry check box.

§   If you want the mapped questions set to NULL if no result is returned, check the Set To Null on No Match check box.

§   If you want a javascript alert to display if there is no match, check the box next to Show Alert on No Match.

7.         If you need to change the Event that triggers the action, select a new event from the Event drop-down list.

8.         If you need to disable the event, you change change the status in the Status drop-down list in the top right of the dialog.

Set Fields – Internal is the same as External, except you are just moving data on the template, so there is no Form or Qualification field, and no sorting.  Simply set your mappings and the Fire Event If statement.

Populate Menu is the last remaining action and is used to change the menu on a list question based on an action and qualification.

File:30_Kinetic_Survey/Documentation/User_Manual/image033.jpg

Figure 30: Populate Menu Dialog

To complete the dialog after selecting the Event and Action:

1.         Enter a name in the Action Name field

2.         Enter a Fire Event If statement if needed. A selection of javascript operators is available from the drop-down list Operators. If Statements is addressed at the end of the Events section.

3.         Select the list question to receive the new menu from the drop-down field Attach Menu To.  The new list must go onto an already established list question.

4.         Similar to creating a Dynamic List, choose a Source Form, Label and Value fields.  And similar to a Set Fileds – External action, you can select sort order info and max entries. 

5.         If you want the Get Entry filter workflow to fire on a lookup against the Remedy form, check the Use Get Entry check box.

6.         If you need to change the event that fires the action, select a new event from the Event drop-down list along the top of the dialog.

7.         If you need to disable the event, you can set the status of the event in the Status drop-down list.

Click on the ‘Build Qualification’ button to set the qualification in the Advanced Qualification dialog.


The Advanced Tab

The Advanced tab displays corollary information regarding your question.  For example, the ID of the question or survey instance.  Typically, these values do not need to be changed.

1.     Click the Advanced tab.

File:30_Kinetic_Survey/Documentation/User_Manual/image034.jpg

Figure 31: Advanced Tab

2.     The Field Map Number displays in the FieldMapNumber field, which you can alter by using the adjacent up or down arrow keys. 

The FieldMapNumber is used to map the answer to the question into a field on the KS_SRV_SurveyResult form.  For instance, when the FieldMapNumber=1, a customer’s survey answer will get mapped to the “Answer Viewer 1” field on the KS_SRV_SurveyResult form when a survey is submitted.

If you do not want your answer mapped, click the Do Not Map check box.  Answers are still kept in the KS_SRV_SurveyAnswer form, but are not pushed to other survey report forms.

3.     The Internal Id field was previously used as a question number field in older versions of Kinetic Survey.  It is saved here for any internal ID you may need to give questions/answers.

4.     The Survey Instance ID and Question Instance ID fields are for reference only and cannot be altered.  They may be used for creating qualifications in advanced reports or other advanced functionality.

5.     Click the Save button if you’ve made any changes, otherwise simply click the Close button.


Add Page

A survey template automatically includes a single page (Initial Page), and the elements are a part of it. You can add additional pages for splitting up the content of your template or to create a confirmation page after submitting a survey. 

1.     Click Add Page from the Element selector dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image035.jpg

Figure 32: Add Page dialog

2.     Select a Page Type, either Contents, Confirmation, or Review. Details of each type of page are below.

3.     Enter a Page Name in that field.  If this is a newly created service item the default is “Initial Page”.

4.     Enter a button value in the Submit Button Value field if you selected the Contents radio button. If you selected the Confirmation radio button, then the Submit Button Value field is greyed out.  If you select Review as the Page Type then the Submit Button Value field is set to the default value from the Configuration item, and the Enable Previous Button is selected and the Previous Button Value is set to ‘Modify’. If desired, check the box for Enable Previous Button and enter a name for the button.

5.     If you have a separate display page jsp that you want to use for individual pages, enter that value in Display Page(JSP) – or pick one from the drop-down list. The list of jsp files is the same as on the Advanced tab of the service item.

6.     If you want to enable a Back or Previous button, check the box next to Enable Previous Button. You need to enter a value in the Previous Button Value field, and select an alignment from the Button Alignment field.

7.     If you want all answers on a page to be Deleted when you use the Back button functionality, check Clear Answers.

8.     Click the Save button.


Page Branching

Page branching allows you to skip ahead to pages farther into your survey, based upon data entered by the customer.  Customers are only allowed to move ahead in the survey with page branching, to go back to previous pages, see the steps for ‘Previous Button’ above.

File:30_Kinetic_Survey/Documentation/User_Manual/image036.jpg

Figure 33: Add Page/Branching Tab

1.     After clicking the Branching tab, select a destination page from the table.

2.     Enter a descriptive name for this branching

3.     For your qualification, you can chose “Always”, which will cause the branching to fire every time, or “When” which will unhide the Qualifications button, and allow you to enter a qualification that will cause your branching to execute.

4.     Click Save.

You can have several branching qualifications on the same page.  Enter them individually, and then order them with the Up and Down buttons.

To modify an already created page branching, click on the desired row of the lower table, make changes to the qualification that is displayed above, and click the Modify button.

Tip:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
Page Style

 

Any style applied at the Page level will only affect that page. 

 
There are three elements available to style for a Page element: page, submit button, and previous button.  Click on the Add button, select the element desired and add formatting.  You must check the Enable Previous Button, to be able to style a previous button, and the submit button is only available from a contents page.

Page Events

Client events are added to the specific page on this tab and are available for the following events; beforeSubmit, load, setFieldsReturn, and submit.  All actions are allowed for these events.  See the Client Events section in the Add Questions section for more details.

Review Page Type

Review is a method of accessing a previously submitted surveys via the web in a display only mode. Review is available to all surveys and only requires different and additional parameters to be used in the URL in order to be accessed.

Any pages that do not have any questions answered will not be display in the review request.

Review Request Page Type

If you add a page to a service item and change the type to Review the application adds two things, the event that calls the Review, and the Text element that holds it in an iFrame.

File:30_Kinetic_Survey/Documentation/User_Manual/image037.jpg

Figure 34: Custom Review Event

 

File:30_Kinetic_Survey/Documentation/User_Manual/image038.jpg

Figure 35: Review Text Element

 

Creating your own Review URL

The Review functionality is also available through a URL, just like calling an Anonymous service item. The sections below detail how to create the URL and what parameters are available.

Required Parameters:

csrv - The instanceId of the KS_SRV_CustomerSurvey_base record to display.

Example:

·         http://MyCompany/kinetic/ReviewReque...hJTAx0-sSAhhYA

Optional Parameters:

These parameters are appended to the URL with an “&”.

exclude - comma-separated list of page numbers to exclude from the review (index starts at 1).

Examples:

·         http://MyCompany/kinetic/ReviewReque...hhYA&exclude=2,

·         http://MyCompany/kinetic/ReviewReque...YA&exclude=2,3

 

excludeByName - comma-separated list of page names to exclude from the review.

Examples:

·         http://MyCompany/kinetic/ReviewReque...udeByName=Page 2

·         http://MyCompany/kinetic/ReviewReque...udeByName=Page 2, Page 4

loadAllPages - if “true” all pages in the request are loaded at once.  If “false” the contents of the first page will be displayed, and the other content pages will be displayed as tabs.  If no value for this parameter is supplied, the value defaults to “true”.

Examples:

·         http://MyCompany/kinetic/ReviewReque...dAllPages=true

·         http://MyCompany/kinetic/ReviewReque...AllPages=false

·         http://MyCompany/kinetic/ReviewReque...ue&exclude=2,3

 

reviewPage – the name of the jsp page that is used to render the submitted survey.  The “.jsp” extension should be omitted from the value.  If no value for this parameter is supplied, the value defaults to the “reviewRequest.jsp” located in the web application root directory.

Example:

·         To open the review request using a the jsp page located at <webapp>/themes/company/reviewPage.jsp, the following URL could be used:

 

http://MyCompany/kinetic/ReviewReque...any/reviewPage

 


Add Section

A section is a grouping of elements within a survey.  A section can be used to style a group of elements (for instance, font) without having to select each element.  Sections are also useful for events. If you want a whole block of questions to hide/show depending on a selected answer, you could create a section and hide/show this rather than display each question individually.

1.     Select Add Section from the Element selector dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image039.png

Figure 36: Add Section Dialog

2.     Enter a name for your new section in the Section Name field. 

Note:The Section ID field isused for advanced customizations and is not editable.

3.     If needed, select the Style tab and enter any style information that should be applied to the entire section.  There is a drop-down Hide/Remove that can be used to easily alter the section without using CSS.

TIP


4.     Click the Save button.

Using the answer from one or more questions in subsequent questions is called “Piping.”  It can be created by using Dynamic text elements. 

Dynamic text elements can reference answers in previous pages by clicking the “Add Fields” button and selecting a question’s value to use.

 


Add Text

Surveys can have any number of text elements.  These elements can be static text, or dynamic text with values that are looked up at survey display time. 

1.     Select Add Text from the Element selector dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image040.jpg

Figure 37: Add Dynamic Text Dialog

2.     Enter a label for the text in the Text Label field. For example, “Introduction” or “Title”.

3.    

Help Text should be short.  Some browsers will only render one line of Help Text. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Tip:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
Enter your text in the Text field. You can use HTML when you enter your text to style the words or create hyperlinks 

Note:  The Text ID field is used for advanced customizations and is not editable.

4.     If needed, add Help Text

Running the mouse over an image or text will force a “Help Text” box to appear.  The message might be, “Click here for more information.” 

5.     If you want to create dynamic text, click the Add Fields button to enter a new field in your request.

File:30_Kinetic_Survey/Documentation/User_Manual/image041.jpg

Figure 38: Add Fields Dialog

6.     Select either the Base or the Question drop-down from the Field To Add field.  Base lets you chose from the attributes of the service item, and questions lets you chose from already submitted answers.

7.     Click the Set button, and the value is transferred to the Cut and Paste field.

8.     Use standard cut and paste commands to copy the value into your text where it is desired.  Additional selections with the Field To Add and the Set button will overwrite any values in the Cut and Paste field.

9.     Click OK to exit or Cancel to exit without saving.

10.  If needed, select the Style Tab and enter any style information that should be applied to this text.  There is a drop-down Hide/Remove that can be used to easily alter the section without using CSS.

11.  If needed, select the Events Tab and enter any event information that should be applied to this text.  See the events section under Add Question for more information on events. 

12.  Click the OK button.  Your qualification will be saved back to the Text element dialog.

13.  Click Save to save your new Text element

Add Image

Images are a great way to add branding, or other content to your survey template.  Images should be in a web-suitable format such as JPG, GIF, or PNG.  Upload new images or use existing images from the Kinetic Survey Attachment Library or other sources. Before adding or modifying an image, ask yourself if the image could be applied to one template, a few templates, or all templates?  This step facilitates future decisions to easily change an image on an individual survey or on all surveys, at the same time. 

Attach a New File

1.     Click Add Image from the Element selector dialog. The Add Image dialog displays.

 

note:

 

 

 

Click Preview to view an image of a highlighted file.

 

Tip:

 

My Images are those file images attached to the current survey.  Image Library holds a list of file images shared by all templates.

 
File:30_Kinetic_Survey/Documentation/User_Manual/image042.jpg

Figure 39: Add Image Dialog

2.     Click the New File button to attach a new image to this survey.  You can also use the Attachment Library to select an image used in another survey rather than uploading a new one. This is accomplished by clicking the Attachment Library radio button.

Note:  If an image is used multiple times within a template, it only needs to be attached once.

File:30_Kinetic_Survey/Documentation/User_Manual/image043.jpg

Figure 40: Attachments Dialog while Adding a File

3.     Right-click underneath the File Name column heading.

4.     Select Add.

5.     Click on the image file you want to add.

6.     Your file displays underneath the File Name column heading.

7.     Select Background Image, Image, or Stylesheet from the Attachment Type drop-dow list.

8.     Enter an Attachment Description, something that would be helpful for you to remember.

9.     Enter the file name in the File Name field.  The file name must include an extension (such as .gif).

10.  Click the OK button.

11.  Highlight the image and click the Use Item button.

12.  Your image displays in the Selected Image field as does the File Name and File Description.

13.  Enter an Image Label which is your own internal reference for what is being shown.  May be the same as Alternate Text. 

14. 

Tip:

 

 

 

 
If needed, add Alternate Text as a brief, descriptive statement about the image.  This would appear on the screen while the image is loading, or if you weren’t able to view the image (i.e., screen readers for the visually impaired). 

15. 

Help Text should be short.  Some browsers will only render one line of Help Text. 

 

 

 

 
If needed, add Help Text

Running the mouse over an image in the survey will force a “Help Text” box to appear.  The message might be, “Click here for more information.” 

16.  Optionally enter a HyperLink URL.  By adding a value here, a new browser window will open when your users click on the image.  This is especially useful on confirmation pages or links from your corporate logo back to your website.

17.  If you do enter a value in the Hyperlink URL field, use the Taget field to determine if the URL opens in a new window (or tab depending on browser settings) or in the same window.

18.  If needed, select the Style Tab and enter any style information that should be applied to this image.  Styling can also be done via Page Editing.  See The Style Tab for more information on styles.

19.  If needed, select the Events Tab and enter any event information that should be applied to this image.  See client events in the add question section for more information on events. 

20.  Click the Save button.


Copy Image

The Copy Image dialog offers two sections.  The top section offers images from the Library Files.  Images are designated by picking a category and attachment type from the drop-down menus.  The lower section shows images copied to My Files

1.     Click the Copy Image button to copy an image to this survey.  The Copy Image dialog opens.

2.     Choose a Category and Attachment Type from the drop-down menus. 

File:30_Kinetic_Survey/Documentation/User_Manual/image044.jpg

Figure 41: Copy Images from Attachment Library

3.     Click the Add To My Files button. 

4.     Click “ Clear” to empty the Category and Attachment Type fields.  All current library files will appear. 

Preview

1.     To see an example of a highlighted image, click Preview.  A screen will appear with the image.

2.     Click X to escape. 


Copy Existing Element

 

important:

 

 

 

 

If a page or section is selected, everything within that page or section will copy. 

 
You can access all survey elements from an existing template (Page, Section, Question, Text) and share them between new or other existing templates through the Copy Elements screen. 

1.     From the Survey Manager Console screen select a destination template name in the Survey Template Name window.  

2.    

important:

 

 

 

 
Click Add. 

3.    

Events are copied by default if you copy an entire Page. 

If you just copy a single element or section you are asked if you want to copy elements.

 
Choose Copy Existing Element from the Element Selector dialog. The Copy Elements dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image045.jpg

 

Tip:

 
Figure 42: Copy Elements Dialog

4.    

Undo removes only the last action performed.

 
Choose a Source Template from the drop-down list above the left table. 

The (grayed-out) Destination Template field reflects the template receiving new material.  Its elements appear in the table field below. 

5.     Click in the destination elements window to highlight where new material is to be inserted.  New material will appear directly under this line.

Note:  If a line is not highlighted, added elements will appear at the bottom of the list.  

6.     Place the cursor in the source elements table fiel.  Highlight element to copy (Page, Section, Question, or Text).  Only one element can be selected at a time.

7.     Click Add.  Wait for the destination screen to respond. 

8.     Repeat steps until all needed elements are added to the Destination Template. 

Note:  A page cannot be added in the middle of another page.  New pages will fall immediately after the page selected.

Modifying and Deleting Elements

While on the Pages tab you can modify and delete elements as well as edit pages and rebuild your layout.

Modify Existing Element

You can modify an existing element by highlighting the question, image or other element and clicking the Modify button or by double-clicking on the element in the table. The appropriate dialog box displays and you can make your modifications on that screen and then select the Save button. For example, modifying an existing question is identical to Add New Question.

Delete Existing Element

1.     Highlight the element.

2.     Click the Delete button.

3.     Click the OK button when prompted with the dialog.

 

Important Note:  When deleting a question, all data associated with that question will also be deleted including any answers that users have given.  If this is an active survey, it is suggested that the question be simply hidden to retain consistent reporting against the current results.

 

Moving Elements

Elements can be moved using the Up and Down buttons adjacent to the Survey Elements table. 

In multi-page surveys, pages can be moved.  Moving a page will move all elements within that page.

Sections can be moved within a page and between pages.  Moving a section will include all elements included in that section. 

Questions, Text, and Images can be moved within a page.  If one of these elements needs to be moved to another page, include the element in a section, and move the section.

The ID column on the Survey Elements table is the sort order for all elements within a survey.  If you sort the table (by Question Number, for instance), and want the default order returned, click on the ID column header to restore the default sort order.

 

 

Chapter 4     Extending your survey

Tip:

 

 

 

 
The Style Tab

 

Use the Style Tab to make changes for all new templates created.

 

 
Kinetic Survey uses Cascading Style Sheets (CSS) to manage the layout of your survey pages and their elements when displayed to a user.  CSS allows you to manage styles at different levels including:

 

§Template Level:  Styles applied here affect anything within your template and usually correspond to an HTML tag or CSS Class.

§Page Level:  Styles applied here affect a specific page.

§Element Level:  Styles applied here affect the element.

 

A basic concept of CSS is that elements “inherit” the styles of anything applied at a higher level.  That way, survey authors can create default styles at the template level and then more specific styling at each element level, if needed. 

 

There are no default styles shipped with this version of Kinetic Survey. Older versions (pre v5.0) included default class and HTML styles.

 

Survey authors are encouraged to create their own CSS Style Sheets, and then attach them either directly to the survey template, or include them in the displayPage.jsp file.

 


Using the Style Tab

 

From the Style tab of the Survey Manager Console view any of the styles applied to your template.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image046.jpg

Figure 43: Style Tab

Add or Modify a Style

1.     Click Add to create a new style. 

Or

2.     To make changes to an existing style, highlight the Style Identifier and click Modify

Use drop-down menus and “Helpers” or type in changes for style Type, Selector, and Properties.  See Figure below. 

File:30_Kinetic_Survey/Documentation/User_Manual/image047.jpg

           Figure 44: Style Type, Selector andProperties

3.     Click Save and Close

Delete a Style

1.     To remove a style, click Delete

Cascading Style Sheets-Predefined Styles

The following are the list of predefined styles included when a survey template is created.  Each style represents a specific type (grouping) of elements.  Some elements, like questions, have more than one style for the different parts that make up an entire question.

 

Table 5: Kinetic Survey Pre-defined Style Sheet Classes

Element to Modify

CSS Class

Entire Page

pageQuestionForm – on the form tag

Question Layer – entire question

questionLayer

Question Name -displayed to the User

questionLabel

Answer Layer – input HTML tags

questionAnswer

Answer Value – labels fr list type elements

answerValue

Specific to list answer check box type – in the div tag that surrounds the input tag for the individual check box item

answerCheckbox

Specific to list answer type with radio buttons – inside the input tag for the option

answerRadio

Specific to list answer with list box – in the select tag that encloses the list options

answerSelect

Date question Year input

dateYear

Date question Month list

dateMonth

Date question day list

dateDay

Date/Time question Year input

dtYear

Date/Time question Month list

dtMonth

Date/Time question Day list

dtDay

Date/Time question Hour list

dtHour

Date/Time question Minute list

dtMin

Date/Time question AM/PM list

dtAMPM

Page Layer – first div tag inside the form

templateContent

Image Layer – div tag that encloses the img tag

imageElementLayer

Image itself – inside the img tag

imageElement

Section element – inside the div tag for the section

templateSection

Dynamic Text – inside the div tag for text elements

dynamicText

Submit Button Layer – entire button layer

templateButtonLayer

Submit Button – inside the input tag for the submit button for the page form

templateButton

 

Table represents the pre-defined Style Sheet Classes used within Kinetic Survey. 

You may also create a style sheet and attach it to your survey on the Advanced Tab or reference external stylesheets, as well.

 


From the Notifications tab you can create escalations (emails) that will notify people or groups after a survey submission.  This could include situations where a service manager would be notified after a poor survey score or an IT manager would be notified after an employee submits a request for a new computer.

From the Notifications Tab you can also create reminders.  Reminders are emails sent to survey invitees who have not yet completed their survey.  For example, a customer receives a customer satisfaction survey following the completion of a case.  The customer hasn’t filled out the survey, and a reminder is sent after a configured amount of time to ask your customer to complete the survey.

File:30_Kinetic_Survey/Documentation/User_Manual/image048.jpg

Figure 45: Notifications Tab

Using the Notifications Tab

On the Notifications tab, you can manage both escalations (messages following a survey submission) and reminders (reminder messages prior to a survey submission).

Adding an Escalation

1.     Click the Add button adjacent the Escalations fields and the Notification dialog displays. 

File:30_Kinetic_Survey/Documentation/User_Manual/image049.jpg

Figure 46: Notification Escalations Dialog

2.     Enter a Notification Name

3.     Click Trigger on Validation Status change if you want this notification to be triggered when the validation status changes. 

Without this checked, notifications are only triggered when the survey is submitted.  Having this checked is useful for forms processing or other process where an approval or other validation is needed.  If you are not using a validation process, leave this unchecked.

4.     Select Standard, Dynamic, or (clear) from the drop-down list for the Notification Type field.

Dynamic Notifications are notifications when the recipient of the message is determined at survey submission time, and is not therefore known when creating the survey itself.  You configure where to get the email address by selecting a question which will hold the address or another field within the survey which will hold the email address.

Standard Notifications are notifications when the email address is known at the time the survey is being created.

5.     Make a selection from the drop-down list for Send Email To. If NotificationType is static enter the e-mail address of the person to be notified.  If Notification Type is dynamic select the appropriate question or field from its related form from the drop-down menu.

6.     Select a Message Template from the drop down menu.  This is the format of the email that will go out to the person receiving the notification.  You can also select the buttons to create a new template or view the one selected.

Note:  Qualifications using fields from your survey (either Base information or answers will appear as <FLD>MenuLabel, Field/Id</FLD>

7.     Select “always” if you eant the Notification to fire every time a survey is submitted.

Technical Note


Answers to questions are held in character fields in your AR System.  Therefore, you cannot create a qualification such as ‘Answer1’< 10. 

If you want to do a notification using a qualifier like this, you can do so using the Notifications tab on an individual question and the score.  Scores are stored as integer values.


§Select “When” and then you can enter a qualification.  The qualification is the rule to indicate when this particular notification should be sent out.

§For example, if you only want to send a notification out when a poor Chose “Always” or “When” from the Send drop-down.

If a score is entered, you might enter a qualification such as 'Score' <70  (score is less than 70 percent).   If you are using validation status for forms processing you might enter a qualification such as ‘ValidationStatus' ="Accepted".

Note:  To use AR System keywords, such as $NULL$, you must format them with an escape character: $\NULL$

Use the Survey Fields menu to select questions or other fields (such as score or validation status) to include in your qualification.

8.     Click the Save button.  The new escalation will appear in the escalations table.

Modify or Delete Escalation

If you want to modify your notification, highlight the notification, click the Modify button and make your changes.

If you want to delete your notification, highlight it and click Delete.

Adding a Reminder

Reminders are used to “remind” survey recipients about a survey which they have not yet completed. 

One or more reminders can be created.  Reminders can be linked together to be sent one after another, or completely independent.  You may have reminders for some of your survey participants that are set for three days, while another group of participants could be set for seven days.

1.     Click the Add button adjacent the Reminders fields and the Notification dialog displays.

 

If a reminder is set for 72 hours, but two of those days include the weekend or a holiday use the Holiday and Weekday Schedules, assuring that the 72 hours are actual business hours applied to this schedule. 

 

 

Example:

 
File:30_Kinetic_Survey/Documentation/User_Manual/image050.jpg

Figure 47: Notification Reminders Dialog

2.     Enter a Reminder Name in that field.

3.     Select a Message Template from the drop-down list.  See Message Templates. 

4.     Select Hours using the up and down arrows.  This is the length of time the request needs to be completed within, otherwise a reminder is sent to the request recipient.

Note: You can have both Days and Hours or just one of them. 

5.     Check the Use Business Hours box to access Holiday and Weekday Schedules

Note:  Business time is installed by your Administrator.  Administrator – See the MC Remedy Documentation for information on setting up schedules within your AR System server. 

Example:  To perform a series of reminders, you must chain them together.  Select a “Send after reminder” from the drop-down list.  This will cause the reminder to be sent only after the previous reminder is sent. 

 

Note:  The days and or hours that are set, are from the “Sent Date” of the survey.  So, if you want two reminders sent, one at 7 days and then one three days after the first, you would create two reminders.  The first set for seven days and the second for 10 days. 

The second reminder would use the “Send after reminder” field and menu to link the two together.

6.     Select “Always” or “When” from the Send drop-down.  If you select “When”, the qualification button and dialog are available.

You do not need to include “Status” as part of your qualification.

Note:  To use AR System keywords, such as $NULL$, you must format them with an escape character: $\NULL$

7.     Use the Add Fields menu to select questions or other fields (such as score or validation status) to include in your qualification.

8.     Click the Save button. Your reminder will appear in the Reminders table.

Modify or Delete a Reminder

If you want to modify your notification, highlight the reminder, click the Modify button and make your changes.

If you want to delete your reminder, highlight it and click the Delete button.


The Customer Survey tab of the Survey Manager Console allows you to:

§Search for and view the status of surveys sent and/or completed.

§For forms processing, you can also accept or reject a submission, add notes, and other information.

§Send a new survey to another participant or generate a new survey to capture results through phone interviewing or other methods.

§Fill out sent surveys

§Resend existing surveys

File:30_Kinetic_Survey/Documentation/User_Manual/image051.jpg

Figure 48: Customer Surveys Tab

Using the Customer Surveys Tab

The Customer Surveys tab is viewable by both Survey Inspectors and Survey Managers.  Therefore, if you have Survey Inspectors that are monitoring survey results they can use this tab to do so, without giving them permission to actually change survey templates or other configuration items.

Search For Customer Surveys

1.     Access the Survey Author Console

2.     Highlight the name of the survey template.

3.     In the Survey Template Details section of the screen, select the Customer Survey tab.

4.     From the Search field, select an item to search for from the menu:

5.     In the For + field, enter the selection criteria (if any).  Press Return (or click Search).  A list of surveys matching the criteria appears in the table below.

6.     To clear the Search and For + fields and begin a new search, click Clear.

View a Customer Survey

You can view the answers of an existing survey via the Customer Surveys tab.  Any survey whose status is either “In Progress” or “Completed” can be viewed.

1.     In the Survey Template Details section of the screen, select the Customer Surveys tab.

2.     Search for and select a Customer Survey from the table that you want to view. 

§Double click on the table entry of click the View button to open the Completed Customer Submission form.

§Click the Complete button to see and complete the survey on the web

File:30_Kinetic_Survey/Documentation/User_Manual/image052.jpg

Figure 49: Completed Customer Survey Screen

The Completed Customer Submission form allows Survey Inspectors to view the answers that this submitter has entered as well as other information about the survey. 

Survey Inspectors can change answers and some survey values from this screen.  Any changes made to the survey are audited including who made the change, when the change was made and what the previous value was.

If your process includes validation of surveys or form information, the Validation Status can be changed, which can also trigger new notifications.

The Completed Customer Survey form includes the following fields:

Table 6: Completed Customer Survey Fields-Main Fields/Answers Tab

Field Name

Description

Main Fields/Answers Tab

Category

The survey category.

Survey Name

The name of the survey.

Sent Date

The date the survey was sent.  If the survey was “resent” this date is the most recent survey sent date.

Status

The status of the survey. 

Validation Status

Accepted, Rejected, Closed.

Company Name

Participant’s company name

For anonymous surveys, this field is blank.

First Name

Participant’s first name.

For anonymous surveys, this field is blank unless a question was mapped to this field value.  See Add New Question.

Last Name

For anonymous surveys, this field is blank unless a question was mapped to this field value.  See Add New Question.

Survey Sent To

E-mail address that the survey was sent to.

For anonymous surveys, this field is blank unless a question was mapped to this field value.  See Add New Question.

Score

Score of the survey itself

Possible Score

The highest score a respondent would receive for those questions that they completed.  This possible score does not include questions answered with a “Not Applicable value”.

Score %

Score/Possible Score.

Answers Table

This table field includes all the answers that have been completed for the survey.  Double-clicking on the table will open the individual answer.

Submission ID

Request ID of the survey.

Submission Instance ID

Instance ID of the survey.

 

The Details button offers answer details for a selected survey. 

 

File:30_Kinetic_Survey/Documentation/User_Manual/image053.jpg

Figure 50: Answer Detail View

From the Attributes tab other survey information can be seen.  Besides the attributes themselves, this includes:

Table 7: Completed Customer Survey Fields-Attributes Tab

Field Name

Description

Attributes Fields

Originating Form

The originating source form that triggered this survey.

Originating ID

The originating ID related to the Originating Form that triggered this survey.

Is Anonymous

Checked if the original context for this survey was anonymous.

IP/CallerID

The IP address of caller information of this survey submission.

 

The Notifications/Audit tab includes information on notifications (invites, reminders, and escalations) that have been sent relating to this survey, as well as audits of any information that has been changed and a field to hold internal notes.

Table 8: Completed Customer Survey Fields-Notifications/Audit Tab

Field Name

Description

Attributes Fields

Notifications Table

This table displays all of the notifications that have been sent out for this survey.  These include survey invites, reminders, and escalation notifications.

Audit Table

This table displays all of the audit information for the survey.  Audits include any survey values that have been changed including answers, names, validation status, and other fields.

Internal Notes

This field can be used to capture any notes regarding the follow up on this survey/form.  The timestamp/User is stamped at the top of the field when any additions are made.

Sending a Message

From the Customer Survey you can send a new message for this survey.  This will send a custom email message offer to any email address.

Click on Send Message.  A dialog will open.  Fill out the appropriate fields, and an email will be sent to the intended recipient.

Export/Print the Survey

From the Customer Survey you can export or print the answers via an included Crystal Report. 

Click on Export/Print.  A dialog will appear with the information from the customer survey.  This data can be printed or exported from this dialog.

If using Remedy’s Mid-Tier, you must have Crystal Enterprise installed and configured to view Crystal reports over the web.  Crystal Enterprise is a separate licensed product.  See your Remedy AR System documentation for more information.

For clients viewing survey results via the Mid-tier without Crystal Enterprise, the report that is shown is a simple AR System report listing the answers.


Note


File:30_Kinetic_Survey/Documentation/User_Manual/image054.jpg

Figure 51: Printing or Exporting a customer survey

Sending or Generating a New Survey

From the Customer Surveys tab of the Survey Manager, you can manually send out a new survey or resend a survey to a participant.

To send out new surveys, the Survey Template Status must be New or Active.

Send a Survey to a New Participant:

1.     Access the Survey Manager. See Accessing the Survey .

2.     Highlight the name of the survey template.

3.     In the Survey Template Details section of the screen, select the Customer Survey tab.

4.     On the right side of the Survey Template Details section, click Send New.  The New Customer Survey screen appears.

File:30_Kinetic_Survey/Documentation/User_Manual/image055.jpg

Figure 52: New Customer Survey

5.     Complete the fields shown in Table 10: New Customer Survey Screen Fields, as needed.

Note:  If a Message Template is not selected, a survey record will be created, but the survey will not be sent.  The status will be “New” rather than “Sent” as it is when a survey invitation is actually emailed to a participant.  A warning message is displayed if a message template is not selected.

Table 9: New Customer Survey Screen Fields

Field Name

Description

Category
Survey Template Name

Automatically populates with the category and name of the survey template on which you are currently working.

First Name

Survey participant’s first name.

Last Name

Survey participant’s last name.

Company Name

Survey participant’s company name.

E-mail

Survey participant’s e-mail.

Originating Form

If this survey originated in another system, include the name of the system, application, or form here.

Originating ID

The ID from the originating system identified in the Originating Form field.

Attribute 1 through 5

Attributes hold information regarding your interaction with the participant for later reporting.

Message Template

The message template to use.

Internal Notes

Add such notes as participant follow-up information.

6.     Click the Save button.

7.     To immediately send a message to the participant, click Send & Save.

8.     To not save, click the Close button.

Resending a Survey to a Participant

Send/Resend a Survey to Selected Participants:

1.     Search for one or more survey participants on the Customer Surveys tab.

2.     Highlight those recipients to send/resend to.

3.     On the right side of the Survey Template Details section, click (Re)Send.

When you access the Advanced Search window from the link on the left column, the Advanced Search starts with only the category you were currently searching on for Survey Templates, if any.  By accessing the Advanced Search form from the Customer Surveys tab, the search includes the category and name of the survey template you are working with currently.


Note


File:30_Kinetic_Survey/Documentation/User_Manual/image056.jpg

Figure 53: Send to Selected Message Template

4.     A dialog opens to choose the Message Template to use for this invitation.  Highlight the Template Name.

5.     Click the Use Item button.  The survey is sent to those recipients highlighted and you return to the Customer Surveys tab.

Advanced Search

The Advanced Search form allows you to search for a customer survey using more criteria than the drop-down menu search.  For example, you can search for anyone who answered any survey with the name, Kelly in the last three days.

File:30_Kinetic_Survey/Documentation/User_Manual/image057.jpg

Figure 54: Advanced Search Screen

Perform Advanced Search:

1.     Access the Survey Manager. See Accessing the Survey .

2.     Select the Customer Surveys tab.

3.     From the left column, select Advanced Search. The Advanced Search form appears.

4.     Select the search field information. You can fill in one or more fields to refine the search.

5.     To include Survey Values (answers) you can use the Survey Values Qualification toinclude attributes or survey answers into your qualification.

6.     Click Search to display surveys that match your criteria.

7.     From the results table you can open individual surveys by Double-clicking or clicking View.  For more information on viewing survey results, see View a Customer Survey

Open an Anonymous Survey

An anonymous survey is a survey that is not targeted/linked to a specific person.  Anonymous surveys will use a URL link that includes a reference to the survey template itself, rather than to a particular customer survey record.  

Anonymous surveys are useful on websites or for forms where you do not know beforehand who will be filling out the survey.  They are also useful for testing a survey prior to sending it out to a wider audience, which may be targeted.

The Open Anonymous button is only enabled if Allow Anonymous Surveys is checked on the Advanced Tab of the survey manager.  By default all new surveys have this checked to make it easier to test.

You can open an anonymous survey by clicking the Open Anonymous link. 


The Reports tab allows you to choose a report and run it for the currently selected survey. 

Reporting is discussed in it’s own chapter.  See Survey Reporting


Important


Before using the Sources tab functions, your AR System Administrator must create the background workflow that allows Kinetic Survey to use your originating form’s data. See the Kinetic Survey Integration Manual for more information.


Kinetic Survey can be integrated to one or more forms or applications on your AR System Server.  Part of this process is “linking” your forms to Kinetic Survey with shared and form-specific workflow.  This is performed by an AR System Administrator.  Each form integrated is considered a “Data Source”.

Once this process is completed, a survey manager can then use these data sources to trigger surveys by configuring integration points and rules to incorporate surveys into your business process.  This is done via the Sources Tab on the Survey Manager Console

 In order to view this tab, the survey manager must be a part of the “Survey Integrator” group.

From the Sources tab of the Survey Manager Console the following can be established:

Triggers

§A Trigger is a combination of a data source (an AR System form), a qualification to indicate when to trigger this survey, and what type of trigger mechanism (event, batch, or active link).

§You can also set up schedules for batch-style integrations.

Rules

§Apply rules to an integration to further control exactly when a survey is triggered.

§Each rule is specific to a Trigger.  Therefore, you can create separate Trigers and associated rules when triggering one or more surveys.

Data Set

§Defines labels for your entire template.

§Configured on the Integration Manager dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image058.jpg

Figure 55: Sources Tab

Integration Points

Create, Modify, or Delete Triggers:

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     Select the Sources tab.

4.     Two tables are visible.  The top table, Triggers contains integration qualifications from forms into the current survey selected.  The bottom table, Rules, contains rules for creating surveys based on the integration points.

5.     To create a Trigger, click Add (or click Modify, if you wish to change an existing integration point).  The New Integration Manager dialog opens.

File:30_Kinetic_Survey/Documentation/User_Manual/image059.jpg

Figure 56: New Integration Point Dialog.

6.     Select an Integration Status:

§Active--To immediately begin creating surveys from your integrated form.

-Or-

§Inactive: to create the integration point but not immediately begin creating surveys. You can later change the status to active once you want the integration to start populating surveys.

7.     Add an identifier for your integration in the Integration Name field.

-Or-

8.     Select an existing integration using the Select Existing button.  This will open a new dialog listing the current integrations. 

9.     Select an integration on the table and click Select.

The integration information will be automatically populated into the appropriate fields.

File:30_Kinetic_Survey/Documentation/User_Manual/image060.png

Figure 57: Available Integrations dialog

10.  Select the form which will be the data source for this survey by selecting a Form Name from the menu.  The forms that are listed are those forms integrated into Kinetic Survey by your AR System Administrator.  See the Kinetic Survey Integration Manual for more information.

11.  Enter/Select a Category and/or Type if applicable.  The Category and Type fields give you a way to segment your integrations for better performance.  When your Administrator integrates Kinetic Survey to another application, they may set up predetermined Category/Types and will show up as menus for you.

12.  Select a trigger process.

As described earlier, trigger processes describe how a survey is triggered.  There are four options:

 

 

Table 10: Trigger Processes

Trigger

Description

Active Link

This type of integration will pop a survey dialog for a user while in another AR System application.  This type of integration is typically used for call scripting.  For example:  A user selects a category of “Hardware” and a survey with three Hardware specific questions opens. 

Note:  Your AR System Administrator defines at what point in the user processing this qualification is checked.  For example on user selection of “Category” or on Save of a record.

Event

An event trigger is an integration that fires on the creation or modification of a record, typically by a user.

For example: To fire when the ticket status equals closed and the record saves.

Batch-One Time

A batch one-time integration triggers surveys to a group of people at a scheduled date and time.

For example: Surveying all Remedy AR Users to see what level of training they have.

Batch-Scheduled

Batch scheduled is an ongoing integration that triggers surveys to a group of people.

For example: Surveying all contacts each year on a rolling 12-month basis.

Batch Integrations

13.  If your Event Trigger is a batch, schedule when this batch should run.

a.     If this is a one time batch update:

                                  i.    Select the date/time schedule field.

                                 ii.    Select the date and time this should run.

b.     If this is a recurring batch, click Schedule, for the Schedule Event dialog displays.

Scheduling also allows you to survey after hours, when your server or e-mail engine might not be as busy.


Note


File:30_Kinetic_Survey/Documentation/User_Manual/image061.jpg

Figure 58: Schedule Event Dialog

14.  Enter how often you want the batch to run using the Occurs, Daily Frequency and Duration sections.

15.  To save the schedule, click Save. The dialog closes.

16.  Select the Message Template this integration will use when inviting participants to fill out the survey.  If no message template is selected, customer survey records will be created but no email messages will be sent out and the Customer Survey status will remain at “New”.

17.  You must now write a qualification that describes the trigger event that corresponds to the survey you are working with.  Do this by clicking the Qualification button (See Figure 58: New Integration Point Dialog. for location). 

 

It is important to create safe qualifications that do not place undue burden on your server and jeopardize performance. This is especially true for batch surveys.

As an example, if you perform a batch survey against the Help Desk form and the qualification is ‘Status’ = “Closed”, when the batch runs, every closed record would be surveyed, possibly creating tens of thousands or more surveys.

You should use the scheduling capabilities and multiple qualifications to split up surveying large numbers of records.


IMPORTANT


Keywords will include a “\” to conform to external qualification syntax.  Use drop-down menu for keywords. 


note


File:30_Kinetic_Survey/Documentation/User_Manual/image062.jpg

Figure 59: Advanced Qualification screen

The integration workflow uses this qualification to determine which surveys to trigger on the particular event.

Event integrations use filters during the save of a record in the source form.  Because of this, they can use the special filter qualifications such as ‘TR’ and ‘DB’ values.

Batch integrations also use filters. However, as these are not event based, you should not use ‘TR’ or ‘DB’ values.

Prior to saving a Batch integration a check is done to see how many records would be involved when this batch is triggered.  If there are more records than the maximum configured value for Kinetic Survey a warning will be given to the user.  This warning is done to help avoid large batches of surveys being triggered accidentally.

Note


Active Link integrations use active links during the processing of a ticket, and therefore need to use active link style qualifications.  Using a ‘TR’ value in this type of qualification will result in an error when trying to save the integration.  See the following examples:

Filters use these qualifications, and therefore should use database names of fields. If there is a possibility that the field name might change, you can also use field IDs in the qualification.


§Example 1—To trigger the survey on the close of a case your qualification might look like this:

’TR.Status’=”Closed”

§Example 2—To close the survey and for a specific language, you might write something similar to the following example:

’TR.Status’=”Closed” AND ‘Country’ !=”Mexico”

                                  i.    Add this qualification to your translated Spanish Survey:

                                 ii.    Add a similar qualification to your English/Default survey.

§Example 3—If you are doing batch contact data validation surveys, you can structure your qualification differently.  You might split up and do only a portion of your contacts each month.  You could structure your qualification similar to:

’Last Name’ LIKE “A%” OR ‘Last Name’ LIKE “B%”

You would schedule this annually, for example each January.

You could then do a February scheduled batch update similar to:

’Last Name’ LIKE “C%” OR ‘Last Name’ LIKE “D%” OR ‘Last Name’ LIKE “E%”

 

18.  From the Add Fields pulldown menu, select the field or fields.

19.  In the Qualification field, add any modificaton by clicking the buttons or typing.

20.  Click Add Fields.

21.  To save, click OK.

–Or–

To cancel without saving, click Cancel.

22.  If you are done, and do not want to add any Integration Rules, Click Save.  Otherwise continue to the next section.  If you have saved the integration point, your integration appears in the Integration Points table. 


Managing Survey Integration Rules

You can add additional rules to control the flow of data from your form into Kinetic Survey.  Rules are specific to an integration, meaning you can have one integration bringing data into your survey with a set of rules specified, and another integration with a different set of rules.

The following rule options are available:

Table 11: Rules for Integrations

Rule

Description

Survey Count

Only surveys every x number of events directed at this survey.

 

Example: To survey every fifth event, add a Rule Value of 5.

Minimum Survey Frequency

Wait x number of days between surveying an email address.

 

Example: To wait ten (10) days between surveys to a customer, add a Rule Value of 10.

 

This allows you to control the frequency of surveys being sent to customers who call/interact with your company often.

Survey Limit

Specifies a maximum value of surveys that will be generated.  Once the maximum number is reached, all remaining surveys will not be processed.

Add or Delete a Rule

Open the integration point you want to apply rules.

1.     Next to the Integration Rules table, click the Add button. The Integration Rules dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image063.png

Figure 60: Select a Rule Name Dialog

2.     Select a Rule Name from the drop-down list box.

3.     Add the Rule Value that corresponds to the Rule Name selected:

§Survey Count — Every <Rule Value> survey sent that meets your qualification(s).

§Minimum Survey Frequency — Wait <Rule Value> number of days between surveys sent to any one e-mail address.

§Survey Limit— Specifies a maximum value of surveys that will be generated. Once the maximum number is reached, all remaining surveys will not be processed.

4.     Select the Rule Status:

§Active — This status immediately applies this rule to this survey.

§Inactive — Creates the rule, but does not immediately apply the rule to any integrations in place.  To apply the rules, change the status to Active.

5.     To close without saving, click Close.

6.     To add the rule to your survey, click Save.  This rule now appears in the Rules table on the Survey Manager.

Delete a Rule

Open the integration you want to apply rules to (See 

Integration Points).

1.     Next to the Integration Rules table, click the Delete button.   The Integration Rule will be deleted.

Data Sets

A Data Set is a pre-configured set of labels that are used to better identify the data that is pushed into Kinetic Survey. 

Kinetic Survey includes a set of 64 generic “attribute” fields.  These fields are used to store data that you may want to use to personalize emails (such as first/last name), include in the header of your survey (such as issue description, date of interaction) or for reporting (such as assigned agent, direct report, employee ID). 

Your AR System administrator decides what information to push into Kinetic Survey when integrating a form or data from another application and therefore the definition of the data set.  By using data sets, similar surveys can have a similar “backbone” of information that can be reported on in a similar fashion. 

Many of the menus you see when creating a survey use the data set labels.  Particularly those used to create qualifications when setting defaults or dynamic lists, when creating message templates and for reporting.

By default, each survey uses the “SYSTEM_DEFAULTS” data set.  

For more information see Integration Manager.

Setting a Data Set

1.     Access the Survey Manager.

2.     Highlight the name of the survey template you want to work with..

3.     Select the Integration tab.

4.     Select an item from the menu in the Data Set field.

Survey expiration dates and other configurable attributes of your survey template are created under the Settings Tab.  These settings are optional (for instance, your survey(s) do not have to expire).  Examples of attributes an organization may want to include on a survey are version, owner, business unit involved, and many others. 

 

 

Expiration Days Setting

To enhance the ability to receive completed surveys in a timely manner you may set an expiration value for your survey invitations that are sent to customers.  The default time for expiration days is 30.  If your user tries to submit a survey after the configured days, a message will be sent to them stating that the survey has expired. 

 

NOTE:  If a survey is “re-sent” the expiration date will be reset, as well.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image064.jpg

Figure 61: Setting Tab

 

Add, Modify, and Delete Expiration Date

1.     Select the “Expiration Date” Attribute Type from the Available Attributes table.

2.     Set the number of days desired (default is 30).

3.     Click Add.  As shown in the following figure, the Attribute Type Expiration Days shifts to the Configured Attributes field and reflects the value entered.

File:30_Kinetic_Survey/Documentation/User_Manual/image065.jpg

Figure 62: Modifying Expiration Days

 

4.     To modify the Expiration Days, click or highlight the Attribute Type/Value from the Configured Attributes field. 

5.     Click cursor inside Expiration Days window and type a new number (integer).  This reflects the timeframe in which the survey is to be completed. 

6.     Click Modify.  The information is stored. 

7.     To delete Expiration Days, click (highlight) the the Attribute Type from the Configuration Attributes field and click Delete

The Attribute now shows up in the left “Available Attributes” table.

Setting up Other Attribute Types

Your administrator can set up new attributes types that can apply to a specific category or the entire application.  Once created, they will show up in the “Available Attributes” table like Expiration Days.  Attributes can be numeric, dates, attachments, and text and can include validation.

Creating, Modifying, and Deleting these attributes will follow the same process as Expiration Days.

Web Messages

Web Messages that are specific to a particular request can be created, modified, and deleted under the Settings Tab.  By default, these messages are in English.  Many will include a reference to a particular e-mail support address, or to issues surrounding submission. 

It is important to note that they will override those “default” types of web messages created from Configuration. 

Example: If a different support address is needed for a particular request, or if a different language is required for a specific request, it would be created from the Settings Tab

For “default” types of web messages, please see the section entitled Web Messages Tab under Configuration.

File:30_Kinetic_Survey/Documentation/User_Manual/image066.jpg

Figure 63: Web Messages from Settings Tab

To Add a Web Messages

1.     Click the Add button.  The Web User Message screen appears. 

 

File:30_Kinetic_Survey/Documentation/User_Manual/image067.jpg

Figure 64: Web User Message

2.     Choose a Message Identifier from the drop-down menu; Generic Error, Survey Instance Closed, Survey Not Found, or Survey Template Closed

3.    Choose a Status from the drop-down menu; Active, Inactive, Deleted, or (clear). 

4.     Type in the Message Page Name. 

5.     Type in the “actual” Message Text.  This is the message that will display to the user if they encounter the scenario indicated in the “Message Identifier” such as “Template Closed”.

6.     Click Save and Close.

To Modify or Delete a Web Message

1.     Click to highlight a Web Message. 

2.     Click Modify or Delete.  If Modifying a web message, make the necessary changes. 

3.     Click on Save and Close


Use the functions on this tab to further format and control your survey in the following ways:

§Override the default web server URL.

§Override the default JSP page.

§Attach a style sheet, so that the survey is formatted according to your specifications.

§Set Custom Header Content.

§Set a Display Name.

§Export template (requires Remedy Admin priveledges).

File:30_Kinetic_Survey/Documentation/User_Manual/image068.jpg

Figure 65: Advanced tab/Survey Author Console

Modify advanced tab functions:

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     Select the Advanced tab.

4.     Modify the fields in Table 13: Advanced Tab Fields, as needed.

 

Table 12: Advanced Tab Fields

Field Name

Description

Web Server URL

Type or select the Uniform Resource Locator (URL), the address that defines the route to a file on a Web server. Kinetic Survey automatically retrieves this from the Configuration Values.

Survey Context

This value controls how URLs and other HTML references are built for the survey.  The default value is blank.

Custom Header Content

Add Custom Header Content into your template, such as a link to an external style sheet, your own “other style” information, java script functions, and meta tags.  Anything entered here will be included between the <head> tags in the HTML document and must be HTML compliant syntax. 

 

You can also use the Add Fields button to add answers from previous questions the same as the Add Fields option on a dynamic text element. 

Display Page (JSP)

The display page is the JSP page that “wraps” your survey.  It includes java script, links to style sheets, and other information your survey needs to function.  This is set automatically based on a configuration value.

You can over ride the default .jsp file with your own customized .jsp page.  This should be done only be very advanced users.

Display Name for URL

A URL alias for the survey. You can use this in place of an anonymous survey instance ID, within the URL. For example:

 

http://mycompany.com/arsys/servlet
/DisplaySurvey?name
=mySurvey

 

The name cannot include spaces or illegal characters for a URL.  In addition, the name of the survey must be unique.  There can be no other active surveys with the same name.

 

Note:  Display names are useful for updating existing surveys when you might have other external links to them.  You could clone a survey, make the original survey inactive, and the new survey active, while keeping the same Display Name.  External links do not need to be updated, they automatically point to the new survey.

Allow Anonymous

By checking this box, the survey can be accessed from an anonymous context.  By default, new surveys have this box checked.

Anonymous URL

This read only field includes the URL for anonymous surveys (if available).

 

 

Table 13: Files Types Available for Adding to Your Survey

Available File Types

Description

Background Image

By adding a background image, this image will be tiled on the background of your survey.

Image

Images can be used within your survey.  Typically images are added from the Pages tab, by adding an image element. 

Stylesheet

Attach a cascading style sheet (CSS) to further control the elements in your survey.  See Cascading Style Sheets for a list of CSS classes that can be used.

File

Any generic file type that you want to be included with the survey template.  For example; a PDF that explains options for customers.


The Audit tab allows a survey manager to see changes that have taken place for this survey.   Changes that are audited include:

§Survey template changes, once the status is “Active”.  Changes in “New” status are considered in development and are not audited.

§Deletions of customer surveys.

§Questions and question changes.

§Integration changes.

The actual information on the change that is tracked include:

§User making the change.

§Data/time of the change.

§Previous value.

§Value changed to.

File:30_Kinetic_Survey/Documentation/User_Manual/image069.jpg

Figure 66: Audit Tab

View More Detail on Audited Change

1.     Click on the Audit tab of a survey template.

2.     Select an item from the Audit Information table.

3.     Click View.  The audit detail opens.

 

Modifying Permissions

There are two permission group fields on the Audit tab, Assignee Group and Submission Group.  Assignee group is used to control who can see the survey data and the template.  Submission group is only used to control viewing results.  Both of these fields use the built in Remedy permission groups.

 

Archive Tab

You can archive submitted survey data using Remedy’s built in archiving functionality.  Archiving is controlled at the individual template level so you can set different qualifications for each template.

Setting Up the Forms

Archiving is not enabled for Kinetic Survey by default because it is an optional feature that not all customers will use.  To enable archiving, specific forms need to be modified using the Remedy Administrator tool.  Use the following instructions to complete these modifications.  These steps should only be performed by a Remedy Administrator.

1.     Open the form KS_SRV_CustomerSurvey_base in your Remedy Administrator tool.

2.     Select Form -> Form Properties from the menu bar.

3.     Select the Archiving tab of the Form Properties dialog window.

4.     Select an ‘Archive Type’ depending on your business rules.

5.     Enter KS_ARCH_SRV_CustomerSurvey_base into the ‘Archive to Form’ field.  If you do not wish to archive attachments or diary fields, check the appropriate option.

6.     Set the time criteria for when you wish the actual archiving of records to occur.  It is recommended that this be done during non-peak operating hours.

7.     Enter '_ArchiveMe' = "ArchiveMe" in the qualification field.

8.     Repeat steps 1 through 7 for the following base forms replacing the Archive Form name with the one listed here.

 

Table 14: Archive Remedy Form Names

Base Form

Archive Form Name

KS_ACC_Attachment

KS_ARCH_ACC_Attachment

KS_ACC_Audit

KS_ARCH_ACC_Audit

KS_MSG_Message

KS_ARCH_MSG_Message

KS_RQT_Task

KS_ARCH_RQT_Task

KS_SRV_SurveyAnswer

KS_ARCH_SRV_SurveyAnswer

KS_SRV_SurveyResult

KS_ARCH_SRV_SurveyResult

 

Viewing the Archive Tab

Each template has its archiving settings displayed on the Archive tab of the Survey Author Console, which is hidden by default.  In order to view this tab you must set the Configuration Setting labeled Display Archive to “Yes”.

 

 

Using The Archive Tab

Kinetic Survey uses Remedy’s out of the box functionality to allow for the archiving of submitted surveys.  Archiving of survey data is done at the individual survey template level so that each template controls when it’s data is archived. 

The archive tab is used to configure archiving as well as provide a quick way to see how many submissions for the selected survey have been archived and when the last time the archive process ran for the survey.

 

Survey Controlled vs. Externally Controlled

Determining when data from a submitted survey is archived can be done either by the survey itself or by an external application such as Remedy’s Helpdesk.

If the survey is used to determine when the archiving is done you will need to provide a qualification using data from the submission.  An example of this would be if you wanted the data archived after the survey has been completed for 90 days.

Externally controlled archiving requires workflow to be written on the external application that sets the ‘_ArchiveMe’ flag on the appropriate KS_SRV_CustomerSurvey_base record.  This sets the record as ready to be archived.  An example of this would be if you wanted all surveys associated with a helpdesk ticket to be archived when the helpdesk ticket itself is archived.

 

Configuring Archiving

1.     Open the Survey Author Console and select the appropriate Surey from the table.

2.     Click on the Archive tab.

3.     Select the Archive Method:

§Off – Archiving will not be configured for this survey

§Survey Controlled – Records will be archived using rules defined by the survey template itself.

§Externally Controlled – An application other than survey template determines when records are archived.

4.     Enter Notes (Optional) – Enter any notes/comments that help describe the current archive process.

5.     Archive Qualification (Survey Template Controlled Only) – Click the Build Qualification button to open the Advanced Qualification dialog.  This qualification will determine when a record should be archived.  An example would be when the submission has been completed for at least 90 days (“('SurveyCompletedDate' + 7776000) >  $\TIMESTAMP$”).

6.     Archive Form (Survey Template Controlled Only) – By default this should be set to KS_ARCH_SRV_CustomerSurvey_base unless your system was configured to use a different form for archiving.  If so, select this appropriate archive form from the menu.

7.     Save the template.

 

 

Chapter 5     Manage Surveys

On the left side of the Survey Manager Console are a number of links to help manage your surveys.  While other areas in which you have been working are applicable to specific requests, these links are global and apply to all survey templates. 

Not all of the links will be available to all survey users depending on their permissions.

File:30_Kinetic_Survey/Documentation/User_Manual/image070.png

Figure 67: Manage Surveys Menu Hyperlinks

It includes the following choices; simply click on the item to be directed to that information. 

§Global Search

§Global Reporting

§Message Templates

§List Manager

§Configuration

§Integration Manager

§Report Manager

Like Advanced Search functionality on the Customer Surveys tab, the Global Search link takes you to the Advanced Search dialog.  However from here, Survey Managers or Survey Inspectors can search for customer surveys across survey templates.

For more information, see Advanced Search.

Like Advanced Reporting on the Reporting tab, the Global Reporting link takes you to the Advanced Report dialog.  However, from here you can select reports and qualifications to run across surveys.

For more information, see Advanced Report Console.

The Message Templates console allows you to create and manage the format of your email messages.  In addition to conventional text and HTML markup, these message templates allow you to insert field placeholders that populate when a survey uses that template.

 For Kinetic Survey, email messages are typically three types:

§Survey Invitations:  Email messages with a link to a survey to be completed by the recipient (these can be either anonymous or targeted and include reminders).

§Embedded Surveys:  Surveys where the initial page of the survey is embedded in the email.  These must be HTML formatted surveys.

§Survey Notifications:  Email messages that are sent following the submission of a survey.  These would include escalations to managers when a survey needs attention and thank you’s to survey participants.

File:30_Kinetic_Survey/Documentation/User_Manual/image071.jpg

Figure 68: Message Template Manager

When the Messaging Template Manager opens, the Search Category field is automatically selected using the Survey Template that was last viewed.

Search for Message Template

1.     Select a category in the Search Category field.  The Messaging Templates table will populate with any message templates matching that category.  If no message templates match a category, the message fields will be blank and read-only.

2.     Select a type in the Search Type field.  This field is optional.

-OR-

3.     Select Clear to view all message templates within all categories (that the user has permissions to view).

Create, Clone, or Edit a Survey Message Template

1.     To create a new message template, click New Template.

File:30_Kinetic_Survey/Documentation/User_Manual/image072.jpg

Figure 69: New Messaging Template

2.     Enter a Message Template Name, create a name with some meaning that is easily recognizable (required).

3.     From the Message Template Format drop-down list box select either HTML or Plain Text.  If you will be doing embedded surveys, this must be HTML (required).

4.     The Category field automatically populates with the last category you searched for.  Use this category, select another category, or leave the field blank.  Message templates with a category will only be visible to surveys of the same category.  If you want the message template to be available from multiple survey categories, then leave this blank.

5.     From the Type field drop-down list make a selection or add a new type.  Types are optional and only needed if you want to further categorize your message templates for easier searching later.

6.     The Originating Form field prepopulates or select one from the drop-down list.  The menu on this field helps you determine which form to use. 

Post-Survey Notification: KS_SRV_CustomerSurveyResults_join

Pre-Survey Invite: KS_SRV_CustomerSurvey

 

7.     Mailbox Name is a list of all the outgoing mailboxes setup in your Remedy email engine.  If no value is selected, the default outgoing mailbox is used.

8.     By default the Outgoing Email Address fielduses the outgoing email address of the Mailbox.  However, users can specify their own email address and override the default for this message template.

9.     Type a descriptive phrase for the email Subject field.  This will show in the subject line of the email.  Use the Add Fields button to add descriptive text (see the Add Fields section below).

10.  If you would like to enter a specific priority, enter a number in the Priority field.

Here are examples of Priorities as the relate to Microsoft Outlook

Table 14: Email Priorities

Email Engine Priority

Microsoft Outlook Priority

0

Normal

1

High Importance

2

High Importance

3

Normal (default)

4…..100

Low Importance

 

11.  In the Body Text field, type the text you want to appear in the body of the email.  If your message format is HTML, you can use any standard HTML markup within you’re the body of the email.

12.  You can use special tags to include special text within your survey.  Use the Add Tag menu to include one or more of the following tags.

a.     Anonymous Link:  For a survey invite, this will include an anonymous URL.

b.     Targeted Link:  For a survey invite, this will include a targeted URL (specific to a single recipient).

Important Note


For Embedded Email Surveys:  Many email clients will not allow Javascript or other advanced HTML features.  Because Kinetic Survey uses web technologies to display surveys, some functionality such as branching and required questions will not work for all clients.   Therefore, embedded surveys should typically be simple forms or surveys.


c.     Embed Link:  This will embed the first page of your survey into the email.  Any subsequent pages (content or confirmation) will be displayed in a web browser.   A person filling out an embedded survey must have a network connection that can reach your Kinetic Survey web server.  Embedded surveys are limited in their functionality due to security limitations in email clients (see Important Note).

d.     Opt Out Link:  This will embed a link to a special survey that a user can click on to opt out of future survey invites.

e.     Submitted Link:  For post-survey notifications, this will embed a link into the email to open the completed survey in a web browser.  This link uses the AR System Midtier application to display a Kinetic Survey form to display the results.  For security reasons, users wil be asked to login prior to seeing the results and must have Kinetic Survey Inspector priveledges.

File:30_Kinetic_Survey/Documentation/User_Manual/image073.png

Figure 70: Add Tag List

13.  The Preview Tab offers a view of what the rendered HTML will look like to a recipient.  This message is only viewable for HTML formatted emails.

14.  You can also add field place holders to your survey such as the recipients name and other information by selecting the Add Fields button.   See Add Fields section.

15.  Click the Save button.

Add Fields

You can personalize the message by adding variable fields.  For example, an email can be personalized with the participant’s first name.  Any field used on the survey is a potential personalized variable, such as Create Date, Score, Attribute 1, and so on.   Anonymous survey invites should not use field placeholders.

1.     To edit an existing message, click the Add Fields button.  The Add Fields dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image074.jpg

Figure 71: Add Fields Dialog

2.     The Form field autopopulates.

Use caution when modifying existing message templates. When editing an existing message template used by other surveys, the changes appear on all the surveys that use this message template. Kinetic Data recommends using the clone message template feature, edit the clone, and re-name the cloned message template.


Important Note


3.     If you are designing a Pre-Survey Invite, in the Field to Add field make a selection from the drop-down list.  As message templates can apply to more than one survey, the available Data Sets will be displayed on the first tier of the menu and the fields associated with that data set on the second tier of the menu.

--OR--

4.     If you are designing a Post-Survey Notification, You will have both Base values and Answers available from the Field to Add drop down list.

5.     If your field is a Remedy Date/Time field, in the Date Format field make a selection from the drop-down list.

6.     Click the Set button and your selections displays in the Cut and Paste field.  Then you can cut and paste the value into the desired location in your Note Text field.

7.     Enter your other information in the Note Text field.

8.     Click the OK button.

Attachments Tab

Attachments can be included within your message template. 

Note:  Large attachments should not be included within email messages.

1.     Click on the Attachments tab to display the Attachment portion of the Message Template screen.

File:30_Kinetic_Survey/Documentation/User_Manual/image075.jpg

Figure 72: Attachments Tab and Dialog

2.     Click Add Attachment and the Template Attachment dialog displays.

3.     Enter an Attachment Name and select the file to be attached from the attachment field.

4.     Click the Save button.  The attachment will appear in the attachments table.

5.     You can also modify or delete the attachment selected by highlighting the attachment and clicking on the Modify Attachment button or the Delete Attachment button.

Clone a Template

1.     Click the Clone button on the main Message Template screen.

2.     An identical message displays in a new window.

3.     Click the Save button to save out the cloned message.


The List Manager is used for grouping people who may be recipients of one or more surveys.  The List Manager is particularly useful for:

§Groups of people who are not otherwise held in your AR System Server.

§Groups who are surveyed repeatedly.

§Groups of people who will test your survey.

§Groups you would like to create based on survey results for future surveys.

Clicking List Manager from the Survey Manager Console displays the List Manager Console screen.

New Lists

You can create lists in three ways:

§A new list as a subset on another list.

§A new list from survey results.

§A new simple list whose members are added manually.

Creating a New List

1.     Select Manage by: ”List” if it isn’t already selected.

2.     Click on New List.

3.     A dialog will open asking what type of list to create. 

File:30_Kinetic_Survey/Documentation/User_Manual/image076.png

Figure 73: New List dialog

The following sub-sections will detail each list type:

§Simple List

§List from Submission Results

§List from Other Lists

Simple List

1.     Clicking on Simple List from the New List dialog will bring you to the List Name dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image077.png

Figure 74: List Name dialog

2.     Type in a new List Name.

3.     Select a a Category if applicable.  Categories are not mandatory.  Categories in the menu correspond to categories created for surveys.

4.     Select a Status if needed.  By default, the Status is Active.

5.     Select an Assignee Group.  By selecting an assignee group, only those people (Survey Managers) who belong to that group will be able to see your list. 

6.     Save the list.  

This list will now appear in your “Lists” menu, and you can add members to this list.  See Creating a New List Member.

List from Submission Results

You can view results from a survey and generate a new list from those results.  Example:  You have a list that asks demographic information such as job role.  From that survey, you may make new lists of people for each job role such as technicians, managers, executives, etc.

1.     Clicking on List From Submission Results from the New List dialog will bring you to the Dynamic List Creation dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image078.jpg

Figure 75: List Name dialog

2.     Select an item to Create List From:

a.     All Members: This will select all survey respondents that match the qualification you build.

b.     Existing List:  This will select only respondents that match the qualification you build AND are a part of an existing list that you specify via the List Name field and menu.

3.     Select a Template to pull results from from the menu.

4.     Create a Qualification.  You can select Answer Values or Survey Base values (attributes of the respondent).  The qualification is a Remedy External qualification and needs to be formatted as such.

5.     Click Search.  All respondents matching the qualification (and list if specified) will be displayed. 

Note:  Only survey respondents with a value in the Contact Info Value field will be shown.  This is typically an email or phone number and is used for the identifier for the contact.

6.     Select one or more respondents that match your qualificiation from the Respondents table that you want to include in your new list.

7.     Click Use Item(s).  The New List dialog appears (see Simple List). 

8.     Fill in the appropriate fields for your new list, and click Save.

9.     Your new list is created with the respondents you selected attached to this list.

List from Other Lists

You can create lists as a subset of another existing list.   You may have a list that is all of your contacts, and then subset other lists by department or other information.

1.     Clicking on List From Other Lists from the New List dialog will bring you to the Create New List dialog.

File:30_Kinetic_Survey/Documentation/User_Manual/image079.jpg

Figure 76: New List from an Existing List

2.     Select an existing list from the List Name menu.  The members of the list appear in the table.

3.     Select one or more members from the existing list to add to your new list by highlighting them in the members table.

4.     Click Use Item(s).  The New List dialog appears (see Simple List). 

5.     Fill in the appropriate fields for your new list, and click Save.

6.     Your new list is created with the respondents you selected attached to this list.

Modifying/Deleting Lists

Use the Modify List and Delete List buttons below the List Name field to modify or delete a selected list. 

Send Survey to an Entire List

You can easily send a survey to an entire list. 

1.     Select Manage By: “List” at the top of the List Manager Console if it isn’t already selected.

2.     Select a list to send a survey to from the List Name menu.

3.     Click on the Send Survey button below the List Name field.

Note:  The Send Template to Member button below the members list table sends a survey to ONLY those members selected (See Send a Survey to One or More Members).

File:30_Kinetic_Survey/Documentation/User_Manual/image080.jpg

Figure 77: Send Survey

4.     A dialog will appear.  Search for the survey template you want to send to the list by selecting a Category, Type and/or Status. 

5.     Highlight the survey desired, and click Use Survey.

Note:  At this point, survey records will be created for your list for the specified survey. 

Before sending a survey from the List Manager, Kinetic Survey checks the number of surveys that will be created from this action.   If that number exceeds the configuration value “Max Batch Surveys”, a warning will be displayed to the user.


6.    

Important Note

 
The Message Template dialog appears.  Select the Message Template to invite participants to the survey by selecting the message template in the table. 

Note: The Category of the List is automatically entered in the Search Category field and will only show message templates under that Category, or whose category is unspecified.

7.     Select Use Item to use the message template selected.

Note: If you want to create survey records for the list, but do not want to send invites, select Cancel, and no message template will be included and no invites sent.

8.     The dialog will close and a message confirming the survey(s) have been sent will appear.

Creating a New List Member

1.     Click Manage by drop-down list and make a selection, either by List or by Member.

2.     To access an existing list, click on the List Name menu.

3.     The Members in List table populate with members (if any) for the selected List.

File:30_Kinetic_Survey/Documentation/User_Manual/image081.jpg

Figure 78: List Manager Console Screen

4.     Click Create Member.  The List Member screen displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image082.jpg

Figure 79: List Member Screen

5.     Enter data in the appropriate fields listed in Table 16: List Member Fields.  First Name, Last Name, and Email/Phone are required.

Table 15: List Member Fields

Field Name

Description

Last Name

Enter member’s last name.

Status

Select a Status from the drop-down list box.  Active is the default.

Contact ID

Enter an ID for this contact.  This could be an account number, employee ID or ID from another system.

First Name

Enter the member’s first name.

Email/Phone

Enter an email address or phone number.  This is the key for this record.

Company Name

Enter the member’s company name.

Company ID

Enter an ID for this company. This could be an account number or ID from another system.

6.     Click the Save button.

Modify an Existing Member

1.     Highlight a List Member and click the Modify Member button.

2.     Make any changes to the fields from Table 16: List Member Fields.

3.     Click the Save button.

Send a Survey to One or More Members

Using the Send Template to Member button below the members table will send a survey ONLY to the members selected in the table.

1.     Select one or more members from the members table.

2.     Click the Send Template to Member button below the member table. The Send Survey Templates dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image083.jpg

Figure 80: Search Survey Templates Screen

3.     Select a Search Category and/or Search Type and/or Search Status from the drop-down list box.

4.     Click the Search button.  Your results display in the fields of Figure 83: Search Survey Results.

File:30_Kinetic_Survey/Documentation/User_Manual/image084.jpg

Figure 81: Search Survey Results

5.     Click the Use Survey button to use this survey or the Close button is you want to change your survey parameters.

6.     Click the Clear button to start your search again.

7.     Highlight the template you want and click the Use Survey button.  The Figure 84: Messaging Template Manager Dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image085.jpg

Figure 82: Messaging Template Manager Dialog

8.     Select the Message Template to invite participants to the survey by selecting the message template in the table. 

Note: The Category of the List is automatically entered in the Search Category field and will only show message templates under that Category, or whose category is unspecified.

9.     Select Use Item to use the message template selected.

Note: If you want to create survey records for the members selected, but do not want to send invites, select Cancel, and no message template will be included and no invites sent.

10.  The dialog will close and a message confirming the survey(s) have been sent will appear.

Other List Manager Functions

Searching for Members

You can search for members by Name, Email and other information.

1.     In the List Manager Console, select Manage by: “Member”.

2.     Enter the critieria you want to search for in the six member fields.

3.     Click Search.

File:30_Kinetic_Survey/Documentation/User_Manual/image086.jpg

Figure 83: List Manager-Searching for a member

4.     The members matching your criteria are shown in the Matching Members table. 

Adding Lists to a Member

From the List Manager console you can easily add and remove members from one or more lists.

1.     On the List Manager Console, select the member you want to modify.  This can be done through Manage by: “List” or “Member” and selecting a member from the Matching Members table.

2.     Select the Lists tab at the bottom third of the screen, if not already selected.

3.     Use the Add or Remove buttons to add a member to a selected list or remove a member from a list.

File:30_Kinetic_Survey/Documentation/User_Manual/image087.png

Figure 84: Add or Remove Lists From a Member

Viewing a Member’s Surveys

View surveys associated to the member you have selected from the List Manager console. 

1.     On the List Manager Console, select the member you want to modify.  This can be done through Manage by: “List” or “Member” and selecting a member from the Matching Members table.

2.     Select the Surveys tab at the bottom third of the screen, if not already selected.  The table shows the surveys that match the email address of the member selected.

3.     Click the View button if interested in viewing the results of the survey.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image088.png

Figure 85: List Member Surveys


Configuration allows Administrators to build, arrange, organize, and shape various aspects of the application.  Within this area, an administrator can manage configuration items, including the ability to:

§Access the web server(s) on which you plan to publish service items.

§Arrange answer patterns from which users can choose.

§Create error messages that submitters will see, and much more.

File:30_Kinetic_Survey/Documentation/User_Manual/image089.jpg

Figure 86: Configuration Manager

The hyperlinks to help manage some of these configuration applications (located on the left side of the Configuration screen), include:

File:30_Kinetic_Survey/Documentation/User_Manual/image090.png

Figure 87:Configuration Menu Hyperlinks

Web Admin Console

This console covers many of the settings and functions based around the web server used with Kinetic Survey.  Once you login with a Remedy administrator ID, you will see the following screen.

File:30_Kinetic_Survey/Documentation/User_Manual/image091.jpg

Figure 88: Web Admin Console

The top of the window shows the user logged in, and the Remedy and web server that are being used.  The tabs below describe the possible actions you can take from this page. 

The Kinetic Task links (if visible) are specific to the Kinetic Request application and are not used with Kinetic Survey.

Properties

This section of the Web Administrator Console lets you view and update the contents of the properties file on the current web server.  Each of the properties is described in the Installation Configuration Manager Guide. 

Consult with your web administrator before changing these settings.

Task Manager

This page has three functions.  First, you can start and stop the Kinetic Record Poller service that creates Remedy tickets and approvals from Kinetic Request (see the Kinetic Request User Guide for more information).  The Settings section shows you the current status, and has the buttons to Start/Stop the service.

The section below settings contains the history from the Poller Logs, and lets you download the full log (only the latest 200 entries are shown).

File:30_Kinetic_Survey/Documentation/User_Manual/image092.jpg

Figure 89: Web Administrator Console – Task Manager

Import

From this tab you can import Survey Templates that have been exported from other installs of Kinetic Survey.

1.     Click on the Choose File button.

2.     Browse to the file that you want to import.

3.     Click the Open button and the file will be copied up to your web server.

4.     Click the Import button button and the file is imported into your install of Kinetic Survey.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image093.jpg

Figure 90: Web Administrator Console – Import Tab

 

Importing allows you an easy way to move survey templates from your development/test/Q&A environments to your production environment.  You can also revert to a previous version of a survey template by re-importing older versions.

 

Export

The export tab allows you to make a zip file of your survey template that can be imported onto another install of Kinetic Survey using the Import tab. 

1.     Select the template from Template drop-down that you want to export.

2.     Place a check (defaulted) for “Include Category/Service Catalog Definition” if you want to export that information.

3.     Place a check (defaulted) for “Include Data Set” if you want that information exported.

4.     Place a check for “Include Related Message Templates (by Category)” if you want to include that information.

5.     Click the Submit button.

Be careful what information you include with your survey template, because it will overwrite any current information on the destination for the import.  The most important selection here is the third option relating to Message Templates.  They are exported by Category/Service Catalog and you may get templates you are not intending to transfer very easily.

The export process is also available from a link on the Advance tab for each survey template.  You must login as a Remedy Administrator, and then you will be taken to the same screen.

File:30_Kinetic_Survey/Documentation/User_Manual/image094.jpg

Figure 91: Web Administrator Console - Export

 

Logging

Logging for Kinetic Survey is done on the web server, but through the Logging tab on the Web Administrator Console, you can access and download the log without having to access the web server directly.  The top section shows the current log level, and appender.  While the lower section shows the 200 latest entries and has a link to download the current log.

File:30_Kinetic_Survey/Documentation/User_Manual/image095.jpg

Figure 92: Web Administrator Console – Logging

 

Dependencies

This tab shows the name, version, confidence, and path to all the jar and web/API files used by Kinetic Survey.  This information is useful during troubleshooting and upgrades.

File:30_Kinetic_Survey/Documentation/User_Manual/image096.jpg

Figure 93: Web Administrator Console – Dependencies

 

Licensing

The final tab contains details about the licenses for the listed Remedy server and application.  These values can be used to check how many Manager licenses are used or if your license has an expiration type.

File:30_Kinetic_Survey/Documentation/User_Manual/image097.jpg

Figure 94: Web Administrator Console - Licenses

 

Update Web Server

Listed on the Configuration Manager Users Tab are all templates with corresponding Web Servers within your application.  Clicking on the Update Web Servers hyperlink brings up the Change Web Server dialog. 

This dialog enables you to pick one, some, or all of your current web servers and move them to another web server individually or at the same time. 

File:30_Kinetic_Survey/Documentation/User_Manual/image098.jpg

Figure 95: Change Web Server

1.     From the Configuration Manager’s Users Tab choose a Group List and click the Update Web Servers hyperlink. 

2.     Choose a Web Server URL from the list.  (Shift to highlight multiple (batch) Web Server URLs) 

3.     Type in the New Web Server URL in the field below, or choose from the drop-down menu. 

4.     Click Update and click Close


Configuration Manager Tabs

The Configuration link on the Survey Manager Console allows administrators to configure parts of Kinetic Survey including:

§Categories Tab

§Users Tab

§Configuration Items Tab

§Exceptions Tab

§The Audit Tab

§Web Messages Tab

§Manage Messages Tab

§Attribute Types Tab

§Style Tab

§Pattern Tab

§Deleted Templates

File:30_Kinetic_Survey/Documentation/User_Manual/image099.jpg

Figure 96: Configuration Manager Screen

Note:  The Tabs entitled Categories, Attribute Types, Style,and Deleted Templates are application specific to either Kinetic Survey or Kinetic Request (i.e. Categories do not appear in Kinetic Request, while Attribute Type and Style contain similar but different information). 

Categories Tab

The Categories tab displays the different categories available to Survey Managers when creating new surveys. 

Categories also control who has access to view surveys and survey results.  When a category is created, an Assignee Group is also set.  Then when a survey is created using this category, it also uses this assignee group.  Only users belonging to the group will be able to see these surveys.

Add a New Category

1.     Select the Categories tab on the Configuration Manager dialog.

2.     Click the Add button.  The Category dialog displays.

File:30_Kinetic_Survey/Documentation/User_Manual/image100.png

Figure 97: Category Dialog with Assignee Group Data

3.     In the Category field, type a new name for your new category.

4.     Select an Assignee Group from the drop-down list box.  “Public” will make this category available to any users who have access to the Kinetic Survey application.

5.     Enter descriptive free-form text in the Short Description field.

6.     Select a status from the Status drop-down list box.  “Active” is the default.

7.     Click Save.  Your new category displays in the Categories tab.

Delete a Category

1.     Highlight the Category you want to delete.

2.     Click the Delete button.

Important Note


Deleting a Category WILL NOT delete the survey templates associated with this category.  However, any surveys using this category will be set to “Closed”.  If you wish to delete the surveys associated with this category, they should be deleted from the Survey Manager prior to deleting the category.


3.     A dialog displays asking if you want to delete that selected item.

4.     Click Yes if you want to delete that category. Your category is deleted.

5.     Click No if you do not want to delete that category.

Users Tab

The users tab displays a list of users that have permission to one or more “KS_SRV” groups.  From this tab you can highlight a user to view their record or create a new user.

Using one of these buttons will open your AR System User form.   The Configuration Manager dialog needs to be closed before the User record can be modified.

See your AR System documentation for more information on adding or modifying users.

Configuration Items Tab

The configuration items tab displays information on the configuration of your system.  This is typically used during the installation of the application and does not need to be changed unless your environment changes.  The configuration items are discussed in more detail in the Kinetic SR Installation and Configuration Guide.

Add a Configuration Item

1.     From Configuration Manager click the Configuration Items tab and click Add.

File:30_Kinetic_Survey/Documentation/User_Manual/image101.jpg

Figure 98: Modify a Configuration Item dialog

 

2.     Make a selection from the Configuration Type drop-down list box.

3.     Select a Locale from the drop-down list box. For example: English (Canadian). (not required)

4.     Select a Status from the drop-down list box.  Select a Property from the drop-down list box.  For example: Remedy Property or Web Property.  (not required)

5.     Enter your configuration value in the Configuration Value field.  For example: Submit if you select Submit Button Text for the Configuration Type.

6.     Click the ellipses () next to the Configuration Value field to add, edit or delete content in that field.

7.     Click the Save button.  Your new Configuration Item is saved.

Modify a Configuration Item

1.     Double click on the Configuration Item.  Click the Modify button.

2.     Make your modifications to the Configuration Type, Locale, Status, Property, and/or Configuration Value fields.

3.     Click the Save button.

 

Exceptions Tab

The exceptions tab lists exceptions (errors) users may have experienced while submitting a survey via the web. 

Exceptions or errors are written back into Remedy when possible.

They are usually used during a support call or for your Administrator to troubleshoot problems.


Note


§Date, type, severity, and description areas are offered describing the exception (or error). 

File:30_Kinetic_Survey/Documentation/User_Manual/image102.jpg

Figure 99: Exceptions tab on Configuration Items Dialog

The exceptions tab also allows you to view and change the logging level on the Kinetic Survey web component.  By changing this value, it changes which messages are actually logged in real time for your web component.  This allows logging level changes without restarting your web server.  Log files are accessible from your web server in the Kinetic Survey directory.

The Audit Tab

The Audit tab on the configuration manager allows you to view which survey templates that have been deleted and by whom.

View an Audit Item:

1.     Highlight the survey you want to look at.

2.     Double-click on the survey.

-Or-

Click the View button.  The Kinetic Survey dialog displays for you to view the survey.

File:30_Kinetic_Survey/Documentation/User_Manual/image103.jpg

Figure 100: Kinetic Audit Information

3.     Click the Close button when you’re done viewing the audit data.

4.     Click the Close button on the Security Console dialog to end your session.

Web Messages Tab

The web messages tab displays the different error messages a user can see when submitting a survey.  By default, these messages are in English.  These can be updated to include information more specific to your company. 

Web Messages can also be locale-specific.  By setting a locale for your messages (other than English) surveys using that locale will display a message in the correct language for your customer.

File:30_Kinetic_Survey/Documentation/User_Manual/image104.jpg

Figure 101: Web Messages Manager Dialog

 

Manage Messages Tab

 

The Manage Messages tab offers Administrators the ability to view email messages that have not been sent out of the system (in pending status).  Most often, the problem occurs because a message template has been incorrectly formatted.  See Message Templates.  This screen will help determine where the problem may have occurred. 

 

File:30_Kinetic_Survey/Documentation/User_Manual/image105.jpg

Figure 102: Manage Messages Tab Screen

The Message Template drop-down list allows you to investigate where a delay may be occurring by viewing available message templates.   

 

The Number of Hours Old box allows you to prioritize messages by the oldest “pending status”, or by a particular group of delayed messages. 

 

Attribute Types Tab

 

A survey’s specific attributes can be added and modified from the Attribute Types Tab.  Attribute Types show up on the Settings Tab of the survey.  These are administrator-defined attributes where survey authors can enter information for purposes of reporting and other organizational needs.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image106.jpg 

Figure 103: Attribute Types Tab

 

 

1.     File:30_Kinetic_Survey/Documentation/User_Manual/image107.jpgOn the Configuration dialog “Attribute Types” tab, Click New or Modify.  A dialog will appear.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image108.jpg

Figure 104: Add/Modify Attribute Type dialog

2.     Choose Data Type.  For example, if character is chosen as a Data Type, that choice enables the Enable Pattern Matching and Attach Menu checkboxes, offering a user more control over how survey attribute can be adjusted and modified. 

If you choose an Integer in the Data Type, the Enable Range checkbox becomes available.  Enter a numerical range from Minimum to Maximum, Field Length and Default Value

3.     If a Category is set, the data type will only be available to survey templates with that Category.  Leaving category blank will make the attribute available to all surveys. 

4.     Click Make Type Mandatory if needed.  This will require that a survey author fill in this attribute when saving a template. 

NOTE:  Mandatory attributes will only be required once a survey template becomes “Active”.  

5.     Click Allow Multiple Instances for those circumstances when a survey author will need to add multiple values to this attribute type.  An example is “Survey Business Unit”, where multiple values for a subiness unit would be entered such as: H.R., Survey Business Unit IT, Survey Business Unit, Marketing, etc. 

Admin Only Attribute Type are reserved for Kinetic Survey “out of the box” attribute types such as expiration date. 

6.     Enable Pattern Matching/Pattern allows you to set a pattern that the attribute follows.  These patterns use Remedy ARS Pattern syntax.  See your administrator guide for available pattern types in Remedy. 

7.     If needed, choose from the Menu Name drop-down list, as shown above. 

8.     Choose Save and Close

 

Pattern Tab

Creating a Pattern Label generates an indicator of how users or customers will view a particular field.  For example, if the answer requires an Integer, the Pattern Label field may read as “Integer 1-12”, indicating that only numbers 1 though 12 can be used for that field.  If a pattern doesn’t match a customer’s response, a prompt will appear for a specific default pattern. 

 

File:30_Kinetic_Survey/Documentation/User_Manual/image109.png

Figure 105: Pattern Tab (Add)

9.     Choose from the drop-down menu, or type in a Pattern Label.  This is what authors will see when adding a pattern to a question and should be descriptive.   

10.  Underthe Pattern field type in a regular expression specific to the Pattern Label entered. 

11.  Regular pattern coding can be difficult to decipher.  Pattern Notes is an opportunity to offer helpful information for a future Administrator or user regarding this pattern. 

12.  The Defaults field allows you to specify whether this pattern will automatically be selected when an author creates a question of this type.  There should be only one Default response for each.

Deleted Templates

The final tab on the Configuration Manager lets you either delete survey templates before the automated timed delete, or restore templates before they are really deleted by the same process.

As a reminder, templates are not really deleted (just have their status set to delete) until they have been in a delete status for more than 24 hours.

Either use the Delete button to permanently delete a template, or Restore to “un-delete” a template.

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Figure 106: Configuration Manager – Deleted Templates

 

 

 


The Integration Manager allows Administrators to view the various data sources that are feeding information to Kinetic Survey as well as the corresponding rules and data sets associated with surveys.  Integrating a data source includes other steps done from the AR Administrator Tool, and is described in further detail in the Kinetic Survey Integration Manual.

Integration Points

Integration Points are the actual data sources for Kinetic Survey. 

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Figure 107: Integration Manager Dialog

There are four Source Types where triggered surveys can originate:

§ARSystem-Form:  A form originating on the same server your Kinetic Survey application resides on.

§ARSystem-WebServices: Survey data coming from an external source using the Kinetic Survey web service to create surveys.

§Import: Survey data coming into Kinetic Survey via the Remedy Import Tool.

§Survey List Manager: Surveys generated via the Kinetic Survey List Manager (see List Manager).

Adding an Integration Source

1.     While on the Integration Points tab, click the Add button.

2.     A message displays: When adding a new form, filters will need to be added to trigger survey checking, and batch surveying.  This must be done using the Remedy Administrator tool.  Click OK.

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Figure 108: Integration Manager Add Integration Source Dialog

3.     Select an Integration Type from the menu. 

4.     Select a Source Type from the menu.

5.     Enter any name or label in the Source Name field, or select from the menu if the Source Type is an ARSystem-Form.

6.     Enter a label name in the Source Label field.  This is the label your users will see when integrating a form or creating a qualification.

7.     Select a Category from the menu. 

Note:  Category and Type fields may have menus defined by your Administrator.  This is a good way to segment your integration points where one source form has many integration points. 

8.     Select a Type from the menu. 

9.     Optionally enter a Workflow Item to track any workflow associated with this soucre.

10.  Click the Save button.

Delete an Integration Point

1.     While on the Integration Points tab, highlight the Source Label you want to delete.

2.     Click the Delete button.

3.     A prompt displays to ensure you want to delete the data and everything associated with it. Click Yes.

System Rules Tab

The system rules tab allows you to see what surveys are implementing what rules.

Select a rule from the System Rules table and the Surveys Using Rules table will be updated with any survey implementing that rule within one or more of its integration points.

TIP


Data Sets

Keep in mind that the Field Labels you create now may be for a specific integration, but Data Sets can be used for multiple integrations. 

 

Keep your Field Label generic enough to be used for other integrations, but specific enough that they are useful to your users.


A Data Set and its mappings help both the AR System Administrator and Users to work with Kinetic Survey.  Kinetic Survey includes 64 generic “attribute” fields for every customer survey created.  These attributes will get used in message templates, in survey text, in qualifications, and reporting.  If they were left as generic field names, it would be difficult for you or your users to remember what type of data is in Attribute6 or Attribute62. 

To solve this problem, Kinetic Survey includes the concept of Data Sets.  Data sets are nothing more than handy labels for the fields you use within a survey.  Menus that reference these fields use the data set name for a field rather than the generic name.  So rather than seeing “Attribute62” on a field menu, your users will see “Department” or another useful name that you give it.

A survey can have only one data set.  However, in your entire Kinetic Survey application, you will likely have a number of data sets.  Some data sets will apply to many different surveys; others will be specific to one.  If no Data Set is selected by the Survey author, the “SYSTEM_DEFAULTS” Data Set will be used.

While creating a Data Set for a specific integration that you have constructed, it is a good idea to have the filter you created to reference what fields from your originating system are pushed into fields on Kinetic Survey. 

Creating a Data Set

1.     Open the Integration Manager from the Integration Manager link on the left side of the Survey Manager console.

2.     Click on the Data Sets tab.

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Figure 109: Integration Manager-Data Sets

3.     You will see the “SYSTEM_DEFAULTS” Data Set displayed. Click on the Add button below the Data Set table.  The Data Set Item dialog appears. 

4.     Type in a new name for your Data Set, or use the menu to select an existing Data Set if you are adding a new item.

File:30_Kinetic_Survey/Documentation/User_Manual/image114.jpg

Figure 110: Integration Manager-Data Sets Create

5.     Type a name for your Field Label.  This will be the label that users see for the Survey Field Name selected in the next step.  This will represent one of the fields you are pushing into Kinetic Survey if you are creating this for a specific integration.

6.     Select a Survey Field Name that the Field Label will apply to.  The Survey Field ID is automatically populated. 

7.     Click Save.

8.     Repeat this process for each field that is a part of your Data Set.  Keep in mind to create items for any generic “attribute” fields, but also create data set items for the standard fields, such as First Name, Last Name, Company, and other fields that you want made available to users.  Refer to the SYSTEM_DEFAULTS Data Set for the most commonly used standard fields.

Data Set Mappings

Once your Data Set is finished, you can optionally add mappings. Remember your Data Set is really just labels for your survey fields.   You have not specified the actual fields that populate each Data Set Item. 

Data Set Mappings allow you to track exactly what fields populate your surveys.  For example, you may have both an integration from another AR System form, and a web service populating a survey using its specified Data Set.  You could create both a mapping from your AR System form, and a mapping from your web service to manage what fields from each system move data into your survey.

Data Set Mappings are only for reference, and are therefore optional.  No filters or workflow use the mappings.  Rather they are there to help you manage your data sources.  With only a survey or two, the data sources used are easy to remember.  However, once your use of Kinetic Survey grows, it is possible you have many different mappings for different source of data feeding surveys.

Creating Data Set Mappings

1.     Open the Integration Manager from the Integration Manager link on the left side of the Survey Manager console.

2.     Click on the Data Sets tab.

3.     Select the Data Set (previously set up) that you want to map fields to from the View Data Set menu.

File:30_Kinetic_Survey/Documentation/User_Manual/image115.jpg

Figure 111: New Integration Point Dialog.

4.     Click Add Below the Mapping Source table.  The Data Set Mapping dialog appears. 

The left side of the dialog under “Source Field” represents where the data is coming from.   The right side of the dialog under “Survey Field” represents where the data is going to.

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Figure 112: New Integration Point Dialog.

5.     Select a Source from the menu. 

6.     Select a Field Label from the menu if it is an AR System form.  If the source is of another type (AR System-Web Service, Import, List Manager), then type in a Field Label.

7.     If the FieldID has not been set, optionally type in a Field ID.

8.     From the Survey Field side, select a Data Set

9.     From the Field Label menu, select the field that the source field will be mapped into.  The Field Name and Survey Field ID will automatically be set.

10.  Save the mapping by clicking Save.

11.  Repeat this process for each field that needs to be mapped into the Data Set.


Report Manager

The Report Manager allows Crystal or Remedy report developers to attach new reports to Kinetic Survey or to save existing reports to be modified. The reports found in this manager are then shown to the viewer on the Reports tab or Advanced Reporting Console.

This dialog can only be accessed by a Remedy Administrator. 

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Figure 113: Report Manager

You can view each report by selecting it in the Reports table at the top of the form.

Chapter 6     Survey Submission Manager

This chapter provides procedures for users (including “non-author” users) to perform the following:

§View the Customer Survey

§Send a Message

§Export/Print the Survey

§Perform Advanced Search

§Run Reports

§View Archive Settings

A user can access the Survey Submission Manager without a Kinetic Survey user license. 

An unlimited number of users have access to the system as long as they have the following groups added to their user record:

KS_SRV

KS_SRV_Inspector

Accessing the Submission Manager Console

From one single place, the KS_SRV_Inspector (Survey Inspector), a user or a manager can view or complete survey results, send new information, resend or delete a survey, and add notes or close surveys.

To Access the Submission Manager Console

From the Remedy Home page, double click on

 

Kinetic Survey-Submission Console.  The Submission Manager Console dialog appears. 

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Figure 114: Submission Manager Console

Customer Submission Details 

From the Customer Submission Details section of the Survey Manger Console a user can view, search, monitor, comment, close, resend, and delete surveys. 

Using the Customer Surveys Tab

The Customer Surveys tab can be viewed by “non-author” users, Survey Inspectors and Survey Managers.  Individuals monitoring survey results can use this tab without having permission to actually change survey templates or other configuration items. 

Finding Survey Templates

The Survey Submission Manager Console has two sections:

§At the top, the Survey and the survey description section displays survey templates currently available in the system.

§At the bottom, the Customer Submission Details section displays survey template details highlighted in the top section.

Search for Customer Survey(s)

1.     Access the Survey Submission Manager.

2.     Highlight the name of the survey template.

3.     In the Customer Submission Details section of the screen, select the Customer Surveys tab.

4.     From the Search field, select an item to search for from the Search menu.

5.     In the For + field, enter the criteria to search for (if any).  Press Return (or click Search).  A list of surveys matching the criteria appears in the table below.

6.     To clear the Search and For + fields and begin a new search, click Clear.

View the Customer Survey

You can view the answers of an existing survey via the Customer Surveys tab.  Any survey whose status is either “In Progress” or “Completed” can be viewed.

1.     In the Survey Template Details section of the screen, select the Customer Survey tab.

2.     Select a Customer Survey from the table.  This is the survey whose details you wish to view.  The status must be “In Progress” or “Completed” to view results.

3.     If the survey has not yet been completed, the survey will be displayed to be filled out.

4.     Either Double-Click on the row in the table or click View/Complete to view the results.

The Completed Customer Survey form allows Survey Inspectors to view the answers that this submitter has entered as well as other information about the survey. 

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Figure 115: Completed Customer Survey

Survey Inspectors can change answers and some survey values from this screen.  Any changes made to the survey are audited including who made the change, when the change was made and what the previous value was.

If your process includes validation of surveys or form information, the Validation Status can be changed, which can also trigger new notifications.  See Table 7: Completed Customer Survey Fields-Main Fields/Answers Tab, for field descriptions. 

The Details button offers answer details for a selected survey answer. 

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Figure 116: Answer Detail

Note


 

From the Attributes tab, other survey information can be seen.  See Table 8: Completed Customer Survey Fields-Attributes Tab

If using Remedy’s Mid-Tier, you must have Crystal Enterprise installed and configured to view Crystal reports over the web.  Crystal Enterprise is a separate licensed product.  See your Remedy AR System documentation for more information.

For clients viewing survey results via the Mid-tier without Crystal Enterprise, the report that is shown is a simple AR System report listing the answers.


The Notifications/Audit tab includes information on notifications (invites, reminders, and escalations) that have been sent relating to this survey, as well as audits of any information that has been changed and a field to hold internal notes.   See Table 9: Completed Customer Survey Fields-Notifications/Audit Tab

Send a Message

From the Customer Survey you can send a new message for this survey.  This will send a custom email message offer to any email address.

Click on Send Message.  A dialog will open.  Fill out the appropriate fields, and an email will be sent to the intended recipient.

Export/Print the Survey

From the Customer Survey you can export or print the answers via an included Crystal Report. 

Click on Export/Print.  A dialog will appear with the information from the customer survey.  This data can be printed or exported from this dialog.

 

For detailed information on sending and resending surveys, please see Sending or Generating a New Survey located in the previous Customer Surveys Tab section for the Author Console screen.  

 

Advanced Search

The Advanced Search form allows you to search for a customer survey using more criteria than the drop-down menu search.  For example, you can search for anyone who answered any survey with the name, Kelly, in the last three days.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image121.jpg

Figure 117: Advanced Search

Perform Advanced Search

1.     Access the Survey Manager.  See Accessing the Survey .

2.     Select the Customer Surveys tab.

4.     From the left column, select Advanced Search.  The Advanced Search form appears.

5.     Select the search field information.  You can fill in one or more fields to refine the search.

6.     To include Survey Values (answers) you can use the Survey Values Qualification to include attributes or survey answers into your qualification.

7.     Click Search to display surveys that match your criteria.

8.     From the results table you can open individual surveys by Double-clicking or clicking View.  For more information on viewing survey results, see View a Customer Survey.  

 

 

 Reports

The Reports tab allows you to choose a report and run it for the currently selected survey. 

 

Reporting is discussed in it’s own chapter.  See Survey Reporting. 

 

Flashboards

Kinetic Survey comes with pre-configured Flashboards included on the right side of the Submission Manager Console Reports Tab. 

 

Using Remedy’s Flashboard products, these graphical reports run, constantly, reporting average scores, the quantity of completed surveys, and other helpful information in real time. 

 

 

Chapter 7     Survey Reporting

Kinetic Survey comes with a number of reports created to view survey results in various forms.  These are Crystal Reports using the Remedy Open Database Connectivity (ODBC) driver.  Using the Crystal Reports Developer tool (licensed separately), customize or copy these reports as needed.  This chapter includes the following procedures:

§Setting Up the Report Server―Before running reports, verify that a Report Server is correct.

§Running Reports―To run reports, follow this procedure.

So that Kinetic Survey can access its reports, you must establish the report server using the Remedy toolbar functions, for each user. 

Note:  If you are using a preference server, this information is updated automatically.

Set up the Report Server User Tool:

1.     From the Remedy toolbar, select Tools.

2.     Select Options.

3.     Select the Advanced tab.

4.     In the Reports section of the Advanced tab, in the Report Server field, verify or type the name of the server on which the reports are stored.  If you do not know your report server name, see your Remedy adminsitrator.

5.     Be sure to check the ODBC Use Underscores option.  All Kinetic Survey reports use this option and will not function without this checked.

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Figure 118: Report Server

 

Running reports can be done in two ways.  Running reports from the Reports tab on the Survey Manager Console will run reports specific to the Survey Template you are working with.

Running a report from the Global Reporting Dialog allows users to run reports across surveys.

To access the Survey Manager Console, see Accessing the Survey .

Run a Report:

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     In the Survey Template Details section of the screen, select the Reports tab.  The list of reports appears.

4.     Highlight the name of the report to run.

A description of that report appears along with a thumbnail of the report.

5.     Click Run Report.  The report will run against all of the survey responses for the highlighted survey.

The Advanced Report Console allows users to run the standard reports but with additional parameters. 

Open Advanced Report Console-Global

1.     Access the Survey Author Console.

2.     From the left column, select Global Reporting.

3.     The Advanced Report Console displays.

Open Advanced Report Console –Selected Survey Template

1.     Access the Survey Author Console.

2.     Highlight the name of the survey template.

3.     In the Survey Template Details section of the screen, select the Reports tab.  The list of reports appears.

4.     Highlight the name of the report to run.

A description of that report appears along with a thumbnail of the report.

5.     Click Advanced Run.

6.     The Advanced Report Console appears.

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Figure 119: Advanced Report Console

Using the Advanced Report Console

The Advanced Report Console has a number of features and options.  This section is designed to explain what each is for and how to use them.

The following table lists all of the fields and buttons on the console with a brief description of each one.

Table 16: Rules for Integrations

Field Name

Description

Application

This field is always pre-populated with “Kinetic Survey” when the console is opened.

Category

If this field is pre-populated, it cannot be changed.  If it is not then you can select a Survey category from the drop-down menu. 

Report Name

If this field is pre-populated, it cannot be changed.  If it is not then you can select a Report from the drop-down menu.

Select Existing Qualification button

Opens the Saved Search dialog window, which allows you to select a saved search qualification for the current report.

Field 1 – Field 5

Select any field from the form that this report uses from the drop-down menu.

Operand

Select one of the following values from the drop-down menu:

LIKE

= (equal)

!= (not equal)

> (greater than)

< (less than)

>= (greater than or equal)

<= (less than or equal)

Value

Enter any value that you want to compare the field to.  If you leave this field blank it will consider the field to be null

Start Date

This field is only available if the report you are using is set up to use a date range when running the report.  The option is set up when creating a report using the Report Manager.  When using this field, enter the beginning date of the range that you want the report to run through.

End Date

This field is the same as the Start Date field listed above except that you would enter the end date of the range you are reporting against.

This Week button

Populates the Start Date with the current date and time and the End Date with the date and time exactly seven days later.

This Month button

Populates the Start Date with the first date of the current month beginning at 12:00 AM and the End Date with the current date and time.

Qualification

Holds the actual qualification that will be used to run the report.  It is generated as you populate the values mentioned above as well as when you click the Run Report button.

Advanced Qualification button

Calls the Advanced Qualification dialog window.

Save Qualification button

Calls the Save Qualification dialog window.  See below.

Clear Qualification button

Clears the contents of the Qualification, Field, Operand, Value, and date fields.

Show Embedded button

Opens a dialog window that displays the embedded qualification of the current report.  This qualification is set when creating the report in the Report Manager and is a property of the report.  Not all reports are required to have this field and if they do not the button is not displayed.

Send To

Displays the destination of the report.  You can choose Screen (default), File, or Printer.

Run Report button

Runs the report using whatever qualifications are in the Qualification field.  If the field is empty, it will run the report wide open with the exception of the embedded qualification if it is present.

Close button

Closes the Advanced Report Console.

Saved Searches

Once you create a search string by selecting values for the Field, Operand, and Value fields, you can save that information into a saved search. 

Create a Saved Search

1.     Click the Save Qualification button.  The Save Qualification dialog window opens.

2.     Enter a new name for the qualification in the Qualification Name field

-Or-

3.     Select the name of an existing qualification you wish to update or overwrite.

4.     Set the Default Search option to yes or no.  If you wish for this search to be populated in the Advanced Report Console every time this specific report is selected select “Yes”.  Otherwise select “No”.

5.     Click the Save button.

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Figure 120: Save Qualification dialog window

You can also use this method to delete saved searches.  Just follow the first two steps and for the third step click the Delete Qualification button instead.  Then click the Close button to close the dialog window.


Note

Use a Saved Search

1.     Click the Select Exisiting Qualification button.  The Existing Qualifications dialog opens.

2.     Highlight the existing search qualification from the table that you wish to use.

3.     Click the Use Qualification button.

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Figure 121:  Existing Qualifications dialog window

Standard Reports

Kinetic Data provides these standard reports:

Table 17: Report Descriptions

Report Name

Description

Overview

Provides graphical results reports, pie charts, bar charts, and so on.

Status Listing

Summary of survey participants’ name, contact information, status, originating system, and Originating ID.

Completed Single Survey

Results of a single completed survey.

Simple Completed

All surveys completed with a simple question/answer layout.

Status Overview

Pie chart of the current status of surveys in the field.

Overview w/o Comments

Survey results that does not include free text fields.

Results-Cross Tab

Displays a cross tab for selected questions based on a count.

Results-Cross Tab-Weighted Sum

Displays a cross tab for selected questions based on a weighted summary of scores.

Blank Template

Blank survey for mailing/printing.

Raw Survey Data

Designed to export the results from Crystal to Excel.  Use the export facility from the built in Crystal Viewer to export the report in a CSV format.  This allows you to import the data into the tool of your choice.

Graphs of Surveys Entered

Graphs the count of surveys entered for each template.  Shows counts by Date, Day of Week, and Time of Day.

Percent of Questions Answered

Graphs the percent answered per each question in a survey.

 

File:30_Kinetic_Survey/Documentation/User_Manual/image126.png

Figure 122: Sample Overview Report

File:30_Kinetic_Survey/Documentation/User_Manual/image127.png

Figure 123: Sample Status Listing Report

 

 

 

 

 

 

File:30_Kinetic_Survey/Documentation/User_Manual/image128.png

Figure 124: Sample Completed Single Survey

File:30_Kinetic_Survey/Documentation/User_Manual/image129.png

Figure 125: Sample Simple Completed Survey

File:30_Kinetic_Survey/Documentation/User_Manual/image130.png

Figure 126: Sample Status Overview Report

File:30_Kinetic_Survey/Documentation/User_Manual/image131.png

Figure 127: Sample Overview w/o Comments Report

 

File:30_Kinetic_Survey/Documentation/User_Manual/image132.png

Figure 128: Sample Results-Cross Tab Report

File:30_Kinetic_Survey/Documentation/User_Manual/image133.png

Figure 129: Sample Results-Cross Tab-Weighted Sum Report

File:30_Kinetic_Survey/Documentation/User_Manual/image134.png

Figure 130: Sample Blank Template Report

 

File:30_Kinetic_Survey/Documentation/User_Manual/image135.png

Figure 131: Sample Raw Survey Data Report

 

File:30_Kinetic_Survey/Documentation/User_Manual/image136.png

Figure 132: Sample Graphs of Survey Entered Report

File:30_Kinetic_Survey/Documentation/User_Manual/image137.png

Figure 133: Sample Percent of Questions Answered Report

 

Custom Reports

More reports can be created in Crystal Reports® by SAP BUSINESSOBJECTS and Remedy Action Request System internal reports.  Please see your Crystal Reports and Remedy documentation.