Enabling customer satisfaction survey for Service Requests

Service Requests have the logical Rating Enabled field displayed on the Feedback sub-tab of the Service Request window. When the Rating Enabled field is TRUE, the Self Service Portal provides the requester with the ability to rate the satisfaction level from 0.5 to 5 stars and add a free-form comment.

The Service Request's numeric rating and a comment are stored in the database, in Rating and Comment fields respectively. The rating and comment are displayed on the Feedback sub-tab of the Service Request window.

Typically, as soon as an Service Request is resolved, Alloy Navigator automatically sets the Rating Enabled field to TRUE and triggers sending a special e-mail notification. This notification prompts the requester to rate his/her experience with support.

When the Rating Enabled field is TRUE, the requester can access the Self Service Portal, click the Rate it! button at the top of the Service Request’s page and then rate the support, optionally add a comment, and click Submit my rating to save the changes.