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Customer Satisfaction Survey (Incident)

The initial core set of stories:This is our first survey. It is described here as reference for future implementations.

Original Stories

• the normal resolution email notification should offer the contact a (prominent) link to an optional survey (this notification is not fired for incidents tagged as invalid or duplicate)
• (in spite of SSO) anyone, even non-authN'd contacts should be able to use the survey
• responses need to refer descriptively to the original incident (so the user doesn't have to drill down just to decide whether or not to care about the notification)
• if the respondent requests a follow-up, explicitly alert the manager of the original assignment group
• data about responses should be made available to all managers for ad hoc reporting
• a number of a la carte reports were requested (detail omitted for brevity)

Survey Master

The first step was to create a new survey master "Customer Satisfaction Survey" with appropriate questions. In our case, we made the survey public via the provided UI action.

SSO Changes

When SSO is on, "public" pages are still not available by default – the user hits the auth wall. A modification to the SAML Login Script provides an exception for surveys; summary of change below:

   process : function() {
     var saml_passed = true;
+ 
+    var qs = request.getQueryString();
+    this.logDebug('qs = ' + qs);
+    if(qs) {
+        if(qs.match(/survey_take.do/g)) {
+            return this.loginUser('guest');
+        }
+    }
 
     var samlResponse = request.getParameter("SAMLResponse");
     var relayState = request.getParameter("RelayState");

Survey Conditions

The plugin provides "Survey Conditions" – similarly

Notification

We had an existing resolution notification which we replaced. The