Service Desk Satisfaction Survey

  • depoteet
    Orange Belt
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  • 06/22/2011
We have a requirement for capturing more information than the current Satisfaction Survey provides. I've read that some are using Survey Monkey, but our desire is to keep all our data in the KBox.

I'm wondering about the feasibility of replacing the link in the Ticket Close email that directs to the Survey to instead create a new ticket in a different Queue created just for a survey. Is this something in the realm of possibility or am I way off base? Very new to KACE.

Thanks
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You'd have to write a few custom ticket rules, but I think you could pull this off. This isn't something you'll be able to do without becoming very familiar with custom ticket rules and the K1000 database.
Answered 06/22/2011 by: airwolf
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You could use the techniques described here http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=719&artlang=en to create a ticket in a new queue based on a ticket being closed. Instead of running on a schedule it would fire on a ticket being closed.

Be very careful
Answered 06/22/2011 by: GillySpy
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Guys, Thanks very much for the prompt reply. Sounds encouraging, but I will spend some study time before I attempt it. I appreciate the example to get me started. I'll post my strategy and code here before I jump of the cliff.
Answered 06/22/2011 by: depoteet
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The biggest downside here is an email loop while in testing. You can alleviate this by implementing this first
Answered 06/22/2011 by: GillySpy
Seventh Degree Black Belt

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