This module contains the satisfaction survey for service requesters which can be filled in by the requester after resolving or during solving every of his/her request.

Computer Requirements

ALVAO Service Desk

Module Installation and Activation

The module is a part of the ALVAO Service Desk installation. The module must be activated with the activation key which you can receive from your ALVAO system vendor. Activation key provides the system administrator in the ALVAO Admin application by the File – Activation command.

Enabling Satisfaction survey

In ALVAO Admin use the Manage – Service Desk – Services command.
In the service tree select the service you want to enable survey for and use the Edit command.
On the Extended tab, enable the Use satisfaction survey option.

By selecting this option you add an overall satisfaction evaluation element to the standard "request resolved" notifications for requesters. The survey will be accessible for requesters also during the whole time of request solving in the ALVAO WebApp application in the command menu at the given request page.

Note:

Values filled into the survey by the requester are saved as the common request items.

Satisfaction survey items

A standard satisfaction survey contains the following items:

Overall satisfaction
Resolution speed
Expertise
Professionalism

Possible answers related to overall satisfaction:

Text value	Numeric value
Satisfied	1
Not satisfied	4

The remaining standard items have the following possible answers:

Text value	Numeric value
Satisfied	1
Partially satisfied	2
Rather unsatisfied	3
Not satisfied	4

The text value is shown in the table of requests. The numeric value is used in the satisfaction analysis.

Creating custom survey

Copy the Custom/Templates/Feedback folder to the Custom/ folder. You can rename the files Feedback.cshtml and Feedback.cs, but both files (.cshtml and .cs) need to have the same file name. You can also rename the folder.

At the beginning of the .cs file, write the name of the namespace Alvao.ServiceDesk.ServiceDeskWebApp.Controllers.<satisfaction survey folder> after namespace.
Then open the .cs file, find the class keyword and change the file name to <file_name>Controller, if you renamed the file.

Warning:

The names of all the forms used have to be unique.

Allow anonymous access to the new survey by adding the following section into the web.config file:

<location path="Custom/<satisfaction survey folder>/Feedback"> <system.web> <authorization> <allow users="*"/> </authorization> </system.web> </location> <location path="Custom/<satisfaction survey folder>/FeedbackAccepted"> <system.web> <authorization> <allow users="*"/> </authorization> </system.web> </location>

The word Feedback should be replaced with the name of your survey.

Editing survey

Find the div HTML tag with the CustomFormContent id in the .cshtml custom survey file (usually Custom/Feedback/Feedback.cshtml).
This is where the ShowColumns and RequiredColumns lists are located.

ShowColumns is a list of items being displayed.
RequiredColumns specifies the items that must be filled in order to send the survey. These columns have to be specified in the ShowColumns attribute.

Limitation of viewable columns is specified by the alvao:ColumnsControl control.

New columns and their values can be added in ALVAO Admin – Manage – Service Desk – Custom items.

It is possible to perform further edits, similar to creating the custom new request forms.

To save values in custom items that are not displayed and managed using ColumnsControl, use the following structure in the Process(...) method implemented in the .cs custom survey file:

int ticketId = ((ColumnsControl)Model.ColumnsControl0).TicketId;
var customCols = tHdTicket.Get(ticketId).CustomColumns();
customCols.Values.Single(cc => cc.Column.sColumn == "feedbackImprovement").Value = Model.ImprovementSuggestion.Value;
customCols.SaveTicketChanges();
customCols.UpdateValues();

After this code is executed, the data are saved in a custom item whose column in the database corresponds to the feedbackImprovement value. The ImprovementSuggestion value from the survey model is saved.

Setting of custom survey address

Enter the custom survey address, i.e. usually Custom/Feedback/Feedback, in ALVAO Admin – Manage – Service Desk – Services – the Extended tab – the Custom survey (URL) item.

Note:

If the address starts with "http" or "https", it will be used as is. Otherwise in the beginning is automatically added the path to the ALVAO WebApp application root.

Custom Notifications

If you are using custom request resolved notifications, add an overall satisfaction evaluation element into the notifications by inserting the [$FeedbackGeneralForm$] variable. You can also add a prompt to fill in the satisfaction survey by inserting the [$FeedbackURL$] variable.

Satisfaction analysis

The requesters' satisfaction can be analyzed in the MS Excel spreadsheet called Service Desk Analysis on the Satisfaction survey sheet.

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