How to modify incident surveys so they are sent on Resolution instead of incident closure

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    Details

    This article describes how to modify incident surveys so they are sent on Resolution instead of incident closure.  Following these directions, he incident will not close until the survey is completed.


    Resolution

    Out of the box, the reference between Survey and Incident is IncidentAssociatedFRS_SurveyResult. Unfortunately, that link is based on the RecID of Incident, so you won’t be able to use an escalation schedule to auto-close the incidents. That should be fine, however, as you can configure it as follows:

     

    First, you’ll need to disable the “Incident – Closing” escalation schedule, by going to Configure Application > Automation Tools > Escalation Schedules > Incident – Closing > Set Thresholds, and unchecking “Schedule is enabled”:


    You’ll then need to create an alternate method of closing the incidents. This will be done by going to Business Objects > Incident > Business Rules > “Add Business Rule”:


    Next…


    Next, and then Save.

    The last thing will be to change the trigger for your Incident Survey workflow. Go to Workflow > Workflows > Incident Survey. Edit the current version, and click “Configuration”.  Change it from “Status Equal to Closed” to “Resolved”:


    Save, save the workflow, and publish the new version.

    This has configured the software so that incident surveys are sent when an incident is resolved.  When incident surveys are completed a business rule automatically closes the incident, instead of waiting for 7 days and auto-closing.

    Note that these steps are based on out-of-the-box design.  The steps may be slightly different depending on your configuration, particularly how the server is configured to send surveys and determine frequency.  If you need a fully customized solution for your design, we recommend contacting our Professional Services group.