Latest revision as of 04:09, 18 July 2019

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[edit] Overview

This section determines whether End User surveys will be used and at what frequency they will be sent out and the rating system to be used. For more information see Surveys.

[edit] Enable End User Survey

This setting simply turns On or OFF the Survey feature.

[edit] Sample Survey Every X Request

If set to (Manually at Close), the Analyst is asked if it is to be surveyed at the point of closure.

If set to a numeric value (such as 5 Requests), before surveying, Layton ServiceDesk will look to ensure that the sys_blocksurvey field is not set on the request being closed. If this field is set (it can be placed on the request form in Form Design) Layton ServiceDesk will not survey it. Similarly Layton ServiceDesk will look to ensure that the sys_blocksurvey field is not set on the End User of the request being closed. If this field is set (it can be placed on the End User form in Form Design) Layton ServiceDesk will not survey it either.

This provides the facility to allow certain End Users or requests not to be included in a survey.

[edit] Show Incomplete End User Surveys in Whiteboard

The "Show Incomplete End User Surveys in Whiteboard" tells Layton ServiceDesk to remind the End User of any incomplete surveys in their whiteboard when they log on in addition to any email notification.

[edit] Rate Increment Out Of X and Rate Increment

The Rate Increment Out Of X and Rate Increment control the available values to the End User when completing the survey. For example, a Rate Increment Out Of X setting of 100 and a Rate Increment of 5 would make the following values available: 0, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50, 55, 60, 65, 70, 75, 80, 85, 90, 95 and 100.

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