Overview

To stand up our first required requested survey, Yale opted to use the Best Practice - Task Survey Management Plugin because of the way it simplifies notification conditions.

Customer Satisfaction Survey (Incident)

The initial core set of 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)