Best Practice - Task Survey Management Plugin
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 | Functionality described here requires the Best Practice - Task Survey Management plugin. |
Contents |
Overview
The Best Practice - Task Survey Management Plugin enhances the standard survey functionality. This plugin automates many of the tasks involved in conducting customer satisfaction surveys and provides some new survey reports. It allows administrators to send survey requests randomly to users upon completion of their service requests. The survey results will be associated with the service request task data allowing for ITIL standard satisfaction reports. Survey responses are associated to the task record through the task_survey table. You can also report on survey response rates (requested vs completed) through this table. To see the task flow for setting up a survey for your version of Service-now, go to Surveys.
Consider the following when activating the Best Practice - Task Survey Management Plugin:
- Dependencies: The Task Survey Management Plugin depends on the standard survey plugin, which is activated by default on all instances, and the Database Views Plugin, which will be activated with this plugin, if it is not already active.
- Impact/Risk: This plugin enhances the standard survey functions. Since all of the features are new, it does not overwrite or impact current configurations. All the pre-built survey conditions included with this plugin are set to inactive by default. Be sure you understand the impact of each condition before setting then to active.
Demo Data
Install the demonstration data for the plugin by checking the Include demo data check box in the plugin confirmation window. This data includes links to Incident and user demo data. It should be loaded for demonstration purposes only and only on instances already containing the base demo data.
Reporting
- Sample reports can be found in Survey Response, Task survey, and Task survey detail sections of the reporting page.
- To create new reports summarizing both survey response and task data, create your report on the task_survey_detail database view table.
- To view sample reports, go to Survey --> Task Survey Overview.
Included with the Plugin
Database Table Structure
New Fields
survey_response table: The following fields were added to this table to convert question responses to string or integer. Both fields are populated by the Update Answers for Reporting business rule.
| Field | Input Value |
| answer | A string field for reporting on string response values. |
| answer_integer | An integer field for reporting on number response values. |
New Tables
survey_conditions table: This table defines how to send surveys based on task conditions.
| Field | Input Value |
| active | A boolean field used to enable/disable this condition check. |
| description | An informational string field for identifying the condition. |
| survey | Refers to survey_master and defines which survey to send if the condition is met. |
| condition | The condition field dependant on the table field. This field is used to look up a task's survey. |
| table | The table_name type field that lists all task related tables. The table works with the condition to look up a task's possible survey. |
| random_survey | A boolean field that initiates random surveys when this condition is true. |
| percent_random | An integer field used when random_survey is true. Use this field for a rough estimate of how often a matching task generates a survey. |
| order | An integer field used to define the lookup priority. The lowest order matching condition is selected during lookup. |
| user_field | The field_name type field is dependent on the table field and is used to select the field that defines the survey recipient in the user_field. This is limited to selecting sys_user reference fields. |
| repeat_interval | Number of days to wait before sending the defined survey to the same user. This overrides the global property setting, glide.task.survey_days_wait. |
task_survey table: This table is used for the linking relationship between a task and survey request.
| Field | Input Value |
| task | A reference field to the task table. |
| survey | A reference field to the survey_master table, naming the requested survey. |
| instance | A reference field to the survey_instance table, naming the completed survey. |
| sent_to | A reference field to the sys_user table, naming the recipient of the survey. |
| taken_by | A reference field to the sys_user table, naming the individual who completed survey. |
| requested_date | The glide_date_time field for tracking the date when the survey was requested. |
| completed_date | The glide_date_time field for tracking the survey completion date and time. |
| state | A choice field showing requested or completed states. |
Database View
task_survey_detail: This is a database view to enable advanced reporting on task related survey responses. This view merges the survey_response, survey_instance, task_survey, and task tables. This is used in the sample report Service Desk Technician Competency 90 Day Average to show the average rating by technician assigned to the related task.
Business Rules
The following business rules are added when you install the Task Survey Mangement Plugin.
- task survey events: Runs an update of tasks and checks the survey conditions table to see if a survey related to this task should be sent.
- Update Answers for Reporting: Copies default survey responses to a new string or integer fiel.
Modules
The following modules are added when you install the Task Survey Management Plugin:
- Task Survey Overview: Links to the Survey Overview homepage with sample gauges.
- Task Surveys: Displays a view of task survey records.
- Survey/Survey Conditions: Displays a list view of survey condition records.
- Survey Properties: Opens the survey properties page.
Reports
See the Task Survey Management Reports page for details.
Properties
- glide.task.survey_active: Enable the enhanced task survey capabilities. Survey distribution is controlled by Survey Conditions. Enables or disables survey condition checking.
- glide.task.survey_send_all: Enabling this forces all matching survey conditions to trigger surveys. Default is disabled which will find the first matching condition and stop checking. Determines if all survey condition matches are processed or only the first match, based on condition order.
- glide.task.survey_days_wait : How many days should we wait before sending the same survey type to the same user? Use this property to prevent the same survey from being sent to the same user within a defined number of days.
Other
Survey Master and Questions: Sample survey and questions are included. These surveys are called Service Desk Satisfaction Survey. Service Request Satisfation Survey, and Change Request Satisfaction Survey. These surveys are ready to use, or you can customize them to meet your needs.
Event: A new event called task.send_survey was registered to trigger survey related email notifications from the the task survey events business rule.
Email Notifications: Three sample email notifications were added to send the survey link to users, one for each of the incident, change_request, and sc_request tables.
Database Views: A new Database View is included to enable advanced reporting on task related survey responses. This view merges the survey_response, survey_instance, and task tables. This is used in the sample report Service Desk Survey Tech Avg Rating to show the average rating by technician assigned to the related task.
Security: See a detailed discussion in Survey Security.
