Surveys in CA Service Desk Manager (SDM) are not sending for every request

Document ID : KB000027215
Last Modified Date : 14/02/2018
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Symptom

Surveys are configured to be sent for every CA Service Desk Manager (CA SDM) request, but many users do not receive surveys for all of their closed CA SDM requests.


Environment

CA Service Desk Manager 12.x and 14.1

Windows, Unix and Linux


Cause

Within the survey definition, the option "Use Stricter Rules" is selected.

This means that the same survey will not be sent out multiple times to the same user.

The selected "Use Stricter Rules" setting is effectively suppressing any subsequent surveys after the initial survey.

Resolution

If surveys are sent out many times per day, ensure that the "Use Stricter Rules" setting is not selected.

If you would still want to limit the amount of surveys that can be sent to a user per ticket and have a CA SDM 12.6 or higher installed, please refer to TEC1912232