Survey Best Practices

[jquinonez]

Just like some feedback from others using Task Survey Management. When I setup properties for task survey management the I believe the default for "Number of days to wait before sending the same survey type to the same user. This can be overridden in each condition." was 30. What are others using as number of days before sending another survey? Is there a suggested best practice other than 30?

Thanks in advance for any feedback.

Johnny

[jruiz]

Have any of you done anything where you don't allow any of your ITIL users to receive a survey? We have some people in our department that don't directly deal with end users. They monitor appliances and such and do work based on what they see. So they often enter themselves as the caller. I'd like to limit people's ability to rate themselves as awesome.

If you've done something like this, how did you go about it?

[jquinonez]

Thats a very good point... and it does happen here too. Although the reverse also happens as well. Many of our IT staff open tickets for themselves but assigned to other support groups/persons. Then when the incident is closed, the caller (IT person) will respond to survey and sometimes leave low marks and comments. While I think this is good to reply to the survey, I also believe that it could have been handled better internally with a discussion between the fellow staffers or with them and their supervisor which leads to poor team relationships within the organizations. Our organization isn't large and everyone should know everyone for the most part. So I understand what you're asking for additional reasons.

I would think you should be able to use the Survey conditions so that those incidents that assigned to is the same as Caller would not receive a survey... or another condition that when Assigned to is the same as Caller, they will receive a different survey which may contain only text comment types of questions and yes/no questions. Or just a description to them that tells them they should report their comments to assignees supervisor.

Not sure when the Survey condition builder included the "is same" or "is different" from another field, but it can be quite useful. Might have been Berlin or Calgary release. I've attached an example of the condition builder in the Survey Conditions record for reference.

Now that you have brought this up, I think I will approach management about this subject.

Thanks
Johnny Quinonez

[jruiz]

Thank you for the view into Calgary, folks.

I think the "if caller = assigned to" condition will work for the most part.

If I figure something out for the role condition, I'll make sure to post it in here.

[CapaJC]

This may or may not get you closer, but with the Calgary release you can set a condition on the Survey Condition record that specifies "Assigned to is different than Caller":
http://wiki.servicenow.com/index.php?title=Comparing_Field_Values

[jquinonez]

Thanks CapaJC!

JQ