Steps to configure survey on ticket close for only one queue?

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z1001z
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Joined: 26 Mar 2019, 15:19
Znuny Version: otrs-6.0.16-01

Steps to configure survey on ticket close for only one queue?

Post by z1001z »

Newbie setting up new install of otrs-6.0.16-01 for first time. I have created a survey intro and questions, and several queues. I need the survey to go out when tickets in just ONE of the queues are closed. Currently no survey is sent out at all. Is there a set of steps to establish this basic trigger relationship? Thanks for explanations or links to training material. Thanks in advance.
RStraub
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Re: Steps to configure survey on ticket close for only one queue?

Post by RStraub »

Hey there :)

See here:
viewtopic.php?f=53&t=40448
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
z1001z
Znuny newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
Znuny Version: otrs-6.0.16-01

Re: Steps to configure survey on ticket close for only one queue?

Post by z1001z »

Thanks for the pointer, however my issue is more basic than delay, maximum or blacklist values, I already found that message, I have left them all to default values. Where can I specify what queue should use survey? Where can I specify the survey should be send on the "close" event of that queue?
RStraub
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Re: Steps to configure survey on ticket close for only one queue?

Post by RStraub »

Right. That's configured in the survey itself.

Please keep in mind to set a properly configured survey to "master" or it won't send out survey-requests.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
z1001z
Znuny newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
Znuny Version: otrs-6.0.16-01

Re: Steps to configure survey on ticket close for only one queue?

Post by z1001z »

Thank you for the hint, I've got it working! In case others need the pathway explained:

Steps to set up a survey in OTRS 6:
1. Install optional survey package in Admin -> Package Manager
2. On main menu bar select Survey -> New,
3. In Edit General Info, set: Title, Introduction, Sender, Subject, Body, Internal Description
4. Select the "Queues" drop-down selector, showing available queues, select one or more and click Confirm
5. Edit questions to populate the survey.
6. The row of buttons shown when the survey is open should be: Back | Edit General Info | Edit Questions | - Change Status -
Click on "Change Status", select "Master". This should now be shown in the STATUS column.
7. More options can be set in Admin -> System Admin -> Core -> Survey
CallCenteroursouring
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Re: Steps to configure survey on ticket close for only one queue?

Post by CallCenteroursouring »

Hello Everyone, I'm new here and want to share my experience and trying to gain knowledge from here.
silvip83
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Znuny Version: OTRS::ITSM 5
Real Name: Silvina Pais
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Re: Steps to configure survey on ticket close for only one queue?

Post by silvip83 »

Good morning, I am testing the survey module in OTRS 6. I understand that the "Valid" status indicates that the survey with the questions is finished editing and that it is ready to be launched; and, the Master status is unique for a survey and indicates which survey is currently being sent. According to the manual, you can have multiple valid surveys, but only one in the master state, which is the one currently being sent to customers.

My query aims to know how you can send several surveys at the same time, both the one with a master status and those with a valid status. In the latter case, can the survey be sent manually? how?

thanks!
mwilhelmi
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Real Name: Marc Wilhelmi
Company: integrate-it Netzwerke GmbH

Re: Steps to configure survey on ticket close for only one queue?

Post by mwilhelmi »

Did you find a soultion for having multiple surveys sending out?
We need to have different surveys for different queues active at the same time. Is that somehow possible?
silvip83
Znuny newbie
Posts: 12
Joined: 22 Jan 2020, 20:03
Znuny Version: OTRS::ITSM 5
Real Name: Silvina Pais
Company: ARBA

Re: Steps to configure survey on ticket close for only one queue?

Post by silvip83 »

Hi mwilhelmi!, not yet.. still working on a solution.
Let me know if you found something about it.
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