Incident short Description vs Request short Description

[Abdul]

Can someone please explain me how Incident short description differs from Request short description?

I wanted to understand why the short description of an incident is being displayed in customer satisfaction survey while the Request short description is not being displayed.

Thanks 

[Dr Atul G- LNG]

Hi @Abdul 

There is no difference in the short description itself — it's more about the configuration, which is defined in the survey setup. It might be the case that the short description was not added in the survey configuration for the Request item, and i.e. reason it did not display.

[Abdul]

is there any way that i can refine it now? We use the same survey for both incident and request. but the short description is being shown for one and not the other! can you please point me in the right direction?

[Dr Atul G- LNG]

Hi @Abdul You might consider adding a condition: if the number starts with INC, then set the short description to include “INC”; if it starts with REQ, then include “REQ”.
But before that, please check where you’re storing the short description — is it in the REQ record or the RITM record?