Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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Table 11-2
Levels of form customization (continued)
What you can customize Where to edit Level
On the
Edit Form
page, you can edit the form information on the
following tabs:
■
Form Information
The name, description, and other information regarding the
form’s display in the ServiceDesk portal.
■
WebPart Information
Lets you define the form as a Web part.
■
User Information
Information about passing the user ID.
■
Session Information
Information about passing a session ID.
■
Permissions
Lets you determine who can access a process by setting
permissions on the form that provides access to that process.
■
Profiles
Lets you assign a default form profile to the form.
ServiceDesk portal, on
the Edit Form page. Aspects of the form’s
appearance and
behavior in the
Service Catalog
About the Customer Satisfaction Survey
After an incident is resolved, the submitting user receives a task to view its history,
comments, and other information about its resolution. If the resolution is
satisfactory, the user marks the incident as resolved. When the incident resolution
is verified, the user can be asked to complete a Customer Satisfaction Survey to
rate the service and the resolution.
You can customize the forms that control the Customer Satisfaction Survey.
Examples of how you might change the Customer Satisfaction Survey form are
as follows:
■
Change the frequency with which the survey is sent.
By default, the Customer Satisfaction Survey is sent for every incident that is
resolved and confirmed, except when the incident’s close code is Quick Close.
However, you can customize the frequency so that the survey is sent for only
a certain percentage of the resolved incidents. You also can set the frequency
based on the type or priority of the incident.
You can change the frequency of the Customer Satisfaction Survey by editing
the SD.IncidentManagementProcess project in Workflow Designer.
■
Change the data that the survey collects.
149 Customizing the ServiceDesk portal
About the Customer Satisfaction Survey