Survey is not sent out anymore.

Document ID : KB000054443
Last Modified Date : 14/02/2018
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Description:

I setup a survey template that should be sent, when an Incident is closed.
I tested it and it worked fine. But since then, I do not get further surveys anymore.

Solution:

It could that the option "Use Stricter Rules?" may have been ticked and therefore set to 'Yes' for the survey template.
This option prevents customers from receiving a survey they may had previously been sent. Unfortunately this information is missing in the "Help on This Window" menu selection.

Figure 1