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ALVAO Satisfaction Feedback

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 is needed to activate 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

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

By this a prompt to fill in the survey is added to the standard notifications for requester about the request resolving. 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.

Creating custom survey

Copy the Custom/Templates/Feedback.cshtml file into the Custom/<company_name> folder and the Custom/Templates/Feedback.cs file into the Custom/<company_name>/Code/ folder. You can rename the files but both files (.cshtml and .cs) need to have the same file name.

  1. At the beginning of the .cs file, write behind the word namespace the name of the namespace Alvao.ServiceDesk.ServiceDeskWebApp.Controllers.<company_name>. We recommend using a name that corresponds to the directory name.
  2. Then open the .cs file, find the class keyword and change the file name to <file_name>Controller, if you renamed the file.

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

<location path="Custom/<company_namei>/Feedback"> <system.web> <authorization> <allow users="*"/> </authorization> </system.web> </location>

Replace the "Feedback" word with the name of your survey.

Editing survey

In the custom survey in the .cs file (usually Custom/<company_name>/Feedback.cshtml) find the HTML tag div with id CustomFormContent.
There are the lists ShowColumns and RequiredColumns .

  • ShowColumns is the list of items being displayed.
  • RequiredColumns specifies the items needed to fill 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.

Setting of custom survey address

In ALVAO Admin – Manage – Service Desk – Services – Extended tab – into the Custom survey (URL) item enter the custom survey address, i.e. usually "Custom/<company name>/Feedback".

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 notifications about the request resolving, add into them the 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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