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Survey Templates - Create and Maintain

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 Survey Author Console

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.

From Mid-Tier, you can access the Survey Author Console from the Quick Links.

quick links access.JPG

From the User Tool on the Home Page.

user tool quick links.JPG

Survey Author Console Description

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.

Example of the Survey author Console:

survey author console basic.JPG

 

Survey Categories

Categories are a way to differentiate survey templates into groups. Categories generally have two purposes. First they aid in searching by breaking survey templates into logical groups. Second, if needed they can impose restrictions on access via Remedy permission groups. This restriction is just for Survey Managers creating the templates, not for users taking the surveys.

Acces to Create or Modify categories is through the configuration link and then the Categories tab (Only Remedy Administrators have access to the Configuration link)

Example of a survey category:

survey categories.JPG

Category is a unique name for the category

Assignee Group is a list of Remedy Permission Groups - default to Public

Short Description is optional an description for the category

Status is defaulted to Active

Finding Survey Templates

By default the Survey Templates table displays att templates. Under the table are the buttons to create (New), Clone or Delete a selected survey template.

WARNING: If you delete a survey template, you delete all the related answers. After you select Delete, the system waits at least 24 hours before truly deleting the survey template. Until then you can restore the survey template through a tab on the Configuration Manager.

Besides using the standard Remedy column sorting options for tables on either the mid-tier or User Tool, you can search for survey templates by type using the drop-down labled Search Category, Search Type or Search Status. Type is an optional field available when you create or modify a survey template.

search survey templates.JPG

To get the entire list of survey templates back, click the Clear button.

Creating Survey Templates

There are two ways to create a survey template, creating one from scratch, or copying an exiting one by using the clone functionality.

Create a New survey template

Create a new survey template by clicking on the New button below the survey templates table.

This is the dialog that appears:

create new survey template.JPG

The Category defaults to the current, and can be changed. Type can either be entered by hand, or selected from the drop-down list. If you enter a new type and save the survey template, it will be added to the list. Survey Template Name is required, and must be unique for that category. Survey Description is required and should have an descriptive text for the survey template. Lastly, Allow Anonymous is checked by default. This option allows you to click on the Open Anonymous link on the middle right of the console to view your survey template in a browser. It should not be unchecked.

Cloning a survey template

Cloning an existing survey template is a great way to get existing functionality, styling, etc without having to start from scratch. Many customers make a basic template with as much styling and other features already complete for cloning to save time developing new survey templates.

Here is an example of a new clone dialog.

clone existing template.JPG

To clone a survey template, select it from the survey templates table and click the Clone button. Enter in a new name (see above) and press Continue. It can take a few minutes, because the new survey template is exported, cloned, and then re-imported with the new name and updated ids for elements. If a survey template is cloned, we note that fact on its background Remedy form (KS_SRV_SurveyTemplate). If the field OriginalTemplateID is different from the instanceId field, you know it was cloned, and you will have the instanceId of the survey template it was cloned from.

Modifying a survey template

Once a survey template is created, you can modify all the different information about it. Modifying questions and text is covered in another article. Here you can see the category, name, type, description, and status.

survey template details.JPG

Any of the fields above the details tabs (Pages, Style, etc..) can be changed for the selected survey template, just make your change and press Save. The only exception to this is the Status of the survey template - see next section.

survey template Status Descriptions

Changing the Status of a survey template determines both modifications you can make, and presentation to the customer. All newly created and cloned survey templates start in a New status.

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

The Active status is meant for production. Modifying questions, integrations, and other configuration items are disabled as changes to an active survey template can skew request 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 requests but new requests cannot be sent to participants. Cannot make changes to the survey template
Closed This locks the survey template and changes cannot be made. New surveys cannot be sent and surveys in the field cannot be completed.
Delete This deletes a survey template. You can only delete a New status template from the Survey author Console, it is not available on the drop-down list.

Survey templates can switch between Active, Inactive and Closed as often as needed. However, once a survey template moves to Active status, it cannot go back to New. To confirm the change to status, you must save the survey template.