1.   About this tutorial

1.1.                  Introduction

Service Request Manager version 7.2.1 and above introduced an application that provided the functionality of sending a mandatory survey to a specified user or role in Maximo. This application includes the features for creating, sending, viewing results and modifying surveys.

While the content provided with Service Request Manager 7.2.1 is targeted mainly at sending surveys based on Service Desk applications such as Incidents or Service Requests, it can be customized to be sent based on any user-defined criteria, as long as there is a valid recipient e-mail.

1.2.                  Objective

This tutorial demonstrates how to create and implement a survey for any Maximo object available in Service Request Manager.

1.3.                  Prerequisites

This tutorial is based on Service Request Manager 7.2.1. However the Survey functionality is also available in Service Request Manager 7.2.

The user required to execute this tutorial must have administrative privileges in order to create escalations, communication templates, surveys and survey questions.

The user must also make sure that the following system settings are configured:

2.   Executing this tutorial

Step 1: setting up the survey prerequisites

Log in to Maximo as an administrator and make sure the following items are properly configured:

• Maximo property mail.smtp.host must be configured with a valid SMTP server. For more information on how to configure the SMTP server see:
  http://pic.dhe.ibm.com/infocenter/tivihelp/v32r1/topic/com.ibm.srm.doc_721/install/t_ccmdb_ConfiguringSMTP.html?resultof=%22%73%6d%74%70%22%20
• Both the administrator user and the potential recipients must be configured with a valid e-mail address.

Step 2: Creating survey questions

Navigate to the Questions application:

Go To → Administration → Survey Management → Questions

To create a new question, press the “New Question” icon.

At the “Type” field, there are three possible types of question to choose from (Figure 1):

• Checkbox, where multiple answers can be selected at the same time
• Freeform, where the user will be presented with a text box
• Radio, where only one answer can be chosen at a time

Select a value for the type field and fill the Question field with the desired question (Figure 2).

If you choose RADIO or CHECKBOX as your question type, you also must create a set of answers. At the answer table, press the “New Row” button. Fill it with the desired answer, question weight and the order which it will be displayed when answering the survey (Figure 3)

Step 3: Creating the survey

Navigate to the Surveys application:

Go To → Administration → Survey Management → Surveys

To create a new survey, press the “New Survey” icon.

Choose a name to the survey, by filling the “Survey” field. Optionally, further description might be added at the “Description field”.

At the “Applies To” field, select the desired Maximo object. This field is the key to which users the survey will be sent. Surveys are sent based on a set of communication templates, and to this end the chosen object must have a field that can be selected as a valid recipient (role). In this example we will choose the Work Order object (Figure 4)

Figure 4: Initial survey fields

Next, choose the questions created in the previous step. At the “Select Questions for this Survey” table, press the “Select Questions” button and mark the checkboxes of the desired questions (Figure 5)

Figure 5: Selected Questions table

Once all questions are selected, copy the value at the “Tracked URL” field for future use and select the button “Save survey”.

Step 4: Setting up the escalation and notification

At the “Escalation” table, still in the Surveys application, press the “New Row” button. Next, press the “Create Escalation” button, at the newly created row (figure 6)

Figure 6: Escalation table

At the “Escalation” field of the newly created escalation, press the “Detail Menu” button and select “Go To Escalation”. The user will be redirected to the escalation application, with the newly created escalation opened.

At the condition field, choose a valid condition related to the chosen Maximo object. This condition will trigger the sending of the survey to the user. In this example we will choose a given value to the STATUS field of the WORKORDER table (Figure 7)

Figure 7: Escalation condition

http://pic.dhe.ibm.com/infocenter/tivihelp/v32r1/topic/com.ibm.ccmdb.doc_721/workflow/c_escalationa.html?resultof=%22%65%73%63%61%6c%61%74%69%6f%6e%22%20%22%70%6f%69%6e%74%22%20

Under the “Escalation Point” table, there are two tabs named “Actions” and “Notifications”. Select the “Notifications” and select “New Row”. At the “Template” field of the newly created row, press the “Detail Menu” button and select “Go To Communication Templates” (Figure 9).

Figure 9: Notifications table

At the Communication Templates application, select the “New Communication Template” icon. A blank communication template will be displayed. Alternatively, if the server was installed with the sample content, search for the SURVEYTRACKED communication template, and create a new template by duplicating it (Select Action, Duplicate Template) (Figure 10).

 Fill in the required fields with the proper information:

• Applies To: select the same Maximo object in use by the Survey and the Escalation
• Send From: valid e-mail of the administrator to be used as recipient by the communication
• Subject: Type the desired subject for the communication e-mail
• Message: Type the desired text for the communication and paste the URL copied at the end of step 3

Select the “Recipients” tab. In this tab, it is selected what user should receive the survey communication. It can be a specific user, a person group or a role. Usually the most common procedure is to select a role representing a person field at the selected Maximo object (Figure 11).