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Defaults Tab

Allows you to set default answers using various methods

Adding Static Default Answers

The simplest action on the Default Answer tab is to type static text into the Default Answer field.

Example of a Blank Defaults Tab:

default tab basic.JPG

Any static text entered will be set to the answer when the survey template is displayed to the customer.

Add Fields allows you to access previously submitted answers (from previous pages) or attributes. The process is exactly the same as on a text element.

Add Fields dialog:

default with add fields.JPG

Use Advanced Default unhides additional fields to retrieve data either through bridging, or from specified Remedy forms and fields.

Example of Defaults using Bridging:

default with bridge.JPG

Here is a link describing bridging and Advanced Default.

Advanced Default Using Remedy Data

Example of Advanced Default Using Remedy:

default remedy example.JPG

Form is a list of Remedy forms that you have access to.

Field Name is a list of all the Remedy fields on the selected form.

Qualification is the Remedy qualification that will find the specific record on the selected form, and then the value in the specified Field name is set as the default answer.

Use existing Qualification is a list of all the other qualifications for advanced default questions. If you are repeating the same qualification, and just returning different values for different questions, it will help keep things consistent.

The most common use for dynamic defaulting like this is to fill a question with data from an attribute of the survey. An example could be to tshow a ticket number or other identifying information to the person taking the survey.

The best form to get this information from is one known as the flattener (KS_SRV_CustomerSurveyResults_join). The qualification is going to be where customersurveyinstanceId is equal to customersurveyinstanceId. In essence you are looking for the background record created by the integration of Kietic Survey to your Remedy form, and then looking up the value that was set when the integration fired.

Here is an example that gets the first name from the flattener:

 

default first name qualification.JPG

The important part is the qualification, 'CustomerSurveyInstanceId'= <FLD>CustomerSurveyInstanceId;BASE</FLD>

You can then update the Field Name on any other questions to tset their defaults to values pushed to the background form during the integration.