The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey."

Document ID : KB000018827
Last Modified Date : 14/02/2018
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Description:

The Affected end user trying to answer the survey and gets the message: "AHD05244: No tracking record found. This user is not authorized to take this survey." Why does this happens?

Solution:

This is working as designed. This is the explanation of this behavior:

Scenario 1:

  • When "Stricter Rules" parameter is enabled it prevents a user from submitting the same survey more than once. And also when the ticket is closed the survey is sent to him until he answers a survey. After user X answers a survey, this user X will never receive another survey.

    Example:

    We open and close ticket 1111 - survey 01 is sent to user AAA

  • survey 01 is not answered.

    We open and close ticket 2222 - survey 02 is sent to user AAA

  • survey 02 is not answered.

    We open and close ticket 3333 - survey 03 is sent to user AAA

  • survey 03 is answered.

  • user AAA is not allowed to answer survey 03 again.

  • From this moment. user AAA will not receive more surveys that reference that same Survey Template.

    We open and close ticket 4444 - survey is not sent to user AAA

    Etc.

Scenario 2:

  • When "Stricter Rules" parameter is not enabled the user will always receive surveys, but will also permit that a user answers the same survey many times.

    Example:

    We open and close ticket 1111 - survey 01 is sent to user AAA

  • survey 01 is answered.

    User AAA opens again the email and clicks to answer the same survey 01

  • answer accepted by Service Desk.

    User AAA opens again the email and clicks to answer the same survey 01

  • answer accepted by Service Desk.

    Etc.

    In summary, the Survey Feature is designed as following:

    CA Service Desk Manager R12.6 allows a survey template to be configured as using "Stricter Rules".

    There is a check box that is used to enable the "Stricter Rules" for the template. However, when this is set, the user that receives and responds to the particular survey on a ticket, will never ever get the same survey for any other ticket at any time unless the "Stricter Rules" is disabled for that survey template.