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Survey Template

A survey template is the foundation to Kinetic Request.  All the elements that are presented to a customer during a request are contained within a survey template.  In this chapter you will learn how to search, clone, and create a survey template.

Accessing Survey Templates

Survey templates are accessed from the Survey Manager console.  As you learned in the previous chapter, the basics are displayed in the ‘Survey Templates’ table at the top of the console.  Search menus and buttons are located along the right side of the table, while buttons controlling creation and deletion are along the bottom.

Survey Template Table:

surveytemplate table.JPG

 

Creating Survey Templates

The basic method for creating a new template is with the ‘New’ button below the survey templates table.  Clicking on that button brings up a dialog that includes the basic information for a template.

New Template Dialog:

newtemplatedialog.JPG

The current Category is defaulted, but you can set a new category if needed.  

Category

Category is used to define permissions and group surveys.Permissions are assigned by Rememdy permission groups. You can change the category of a survey template once it has been created.

 

Anonymous vs Targeted

An anonymous survey template means it has no data stored in Remedy before anyone clicks to open it. A prime example is a help desk survey. There is no data about the customer stored in Remedy before the survey template opens. One visible clue that a survey template is in open anonymous mode is the URL. If the URL ends with "DisplayPage?srv=KS06f0266549bf", the srv= means that it is anonymous. The instanceId that comes after the equals sign is the ID for the survey template.

A Targeted survey is the "opposite"of an anonymous survey template. The targeted survey knows information (has a base record already created) for the link for the customer to click on. This means that the targeted survey was likely pre-defined and created in the survey system before being sent to the customer.

Here is the ending portion of a URL for a targgeted survey DisplayPage?csrv=AGGAA5V0FUPIEA. The two differences to an anonymous URL are the csrv  which indicates that it is using an instance Id of a particular survey, and the instance Id after the csrv. This instance Id is from the base (KS_SRV_CustomerSurvey_base form) of the survey.

Status

The status of a survey template determines what actions are available to the customer, and how changes are made.

Reference table for survey template Status

survey template Status Description
New

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

Changes are not audited in this status

Active

Active surveys are surveys that are in production.

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

If a change needs to be made to an active survey, 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 template.  All surveys are also deleted.

 

Many survey templates never make it out of New status, primarily because developers do not want to lose the ability to easily make changes. 

Survey templates can go between Active, Inactive and Closed as often as needed. However, a survey template 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 template.

NOTE: Deleted survey templates are held in a Delete status for up to 48 hours. If you need to un-delete a survey template, there is a tab on the Configuration Manager where you can select the survey template and restore it. Otherwise, there is a Remedy escalation that checks to see if survey templates are in a delete status, and have been in that status for over 24 hours. The escalation normally runs at 2AM.

Attributes

The main reason to add or modify attributes is to have your survey expire after a certain number of days. There are other attributes available, but expiration is the best example. To add new attributes for all templates, check out the Attributes tab on the Configuration Manager.

Cloning

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 survey template.  Cloning is useful when you need a new survey template that is similar to an existing survey template. 

For example, you need a new survey template with only one or two questions different from last year’s, or a copy of a survey template in a different language but with all the same questions. Cloning is also the best way to make copies of a general survey template that is the basis of a large set of other survey templates.

Cloning also keeps track of the ID of the original for tracking or reference purposes.

Activity

Complete Activity 1 - Creating a survey template