Is it possible to have surveys sent for every Request of a certain type, but all others remain random based on the RequestID?

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    Details

    Is it possible to have surveys sent for every Request of a certain type, but all others remain random based on the RequestID?


    For example:
    Every Service Request associated to the Service of Desktop Service needs a survey sent, however, all other Service Requests should still be evaluated based on the RequestID ending in 5 as the default out of box rule/workflow are currently configured.

     


    Resolution

     

    - Requests that are associated to the Desktop Service need to always have the Send Survey Notification checked so when they are Closed a survey is sent.

    - If the Service Request is not part of the Desktop Service, then the surveys are to only send if ending in a 5 (which is how it is setup out of the box).

    To accomplish this here are the steps:
    1.  Login to the Application as an Admin account and select Configure Application.
    2.  Go to the Service Request business object.
    3.  Select the Rules tab, expand the Editing and Calculation Rules section.
    4.  Find the Rule named "Calculation Rule for ServiceReq.SendSurveyNotification".
    5.  Edit this rule and alter the expression text to the following replacing the Service type you need in place of "Desktop Service".


    6.  Save the Rule.
    7.  Test the functionality. 

    - To do this, create multiple Service Requests for both non-Desktop Service items and Desktop Service items.
    - Anything created for the Service of Desktop Service should have the SendSurveyNotification box set to true and only those non-Desktop Service requests that the ID ends in a 5 should have the box set to true.
    - All else should not have the box checked.