Overview
To stand up our first 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)