2 Replies Latest reply on Jan 11, 2017 8:53 AM by genns

    Send Surveys when a ticket is opened not just when it's closed

    genns

      We'd like to be able to send a survey request when a ticket is opened.  As an example users are requesting additional security access and we'd like to have them fill out the survey prior to granting the access.  The survey is then linked to the ticket and makes it easy for us to prove to the auditors that we have the proper documentation.  Currently we have to open two child tickets.  One that we close to send the survey and one that we keep open to continue to track the request.  Does anyone know of a way to accomplish this or is it a future enhancement?

        • Re: Send Surveys when a ticket is opened not just when it's closed
          kellytice

          You can't do that through a survey, as they can't be configured to send on ticket creation.

           

          What you can do however is create one or more Ticket Custom Fields and assign those to the particular Request Types (categories) that you have defined for those security access requests.   You can mark the ticket custom fields as being 'required' so they have to be answered if they submitter wants to submit the ticket. 

            • Re: Send Surveys when a ticket is opened not just when it's closed
              genns

              Unfortunately, that would take about twenty custom fields.  The survey works perfectly for what we need with it's ability to have different kinds of fields.  Right now we create two child tickets and immediately close the one for the survey so it can be sent.  Once the survey is completed we can complete the security request and close the entire ticket.  It would be easier if we could send the survey on ticket open.