1. About this tutorial
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.
This tutorial demonstrates how to create and implement a survey for any
Maximo object available in Service Request Manager.
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
Log in to Maximo as an
administrator and make sure the following items are properly configured:
Step 2: Creating survey questions
Navigate to the
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
Figure 1: Question type
Select a value for the
type field and fill the Question field with the desired question (Figure 2).
Figure 2: Question field
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)
Figure 3: Answers table
Once you are done
creating answers, press the “Save” icon. Repeat the steps described above for
questions to create as many questions as desired.
Step 3: Creating the survey
Navigate to the Surveys
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
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
Figure 7: Escalation condition
Select a period for
the escalation execution at the “Schedule” field (Figure 8):
Figure 8: Escalation schedule
Select the appropriate
escalation point based on the Maximo object and the escalation condition chosen
previously. For more information regarding escalation points, see:
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).
Figure 10: Communication Template
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
- Message: Type the desired text for the
communication and paste the URL copied at the end of step 3
“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).
Figure 11: Communication Template Roles
In this example we
will use the “Lead” role. Mark the checkbox “To” at the newly created row of
the Role table.
Save the communication
template by selecting the “Save Communication Template” button. Press the
“Change Status” button and change the status to Active. Select the “Return With
Value” link and the newly created communication template will be displayed at
the “Notifications” table. Go to “Select Action” and chose “Validate” to make
sure the escalation was properly created. After the validation is successful, select
the option “Activate” at the “Select Action” menu.
Return from the
Escalation application to the Survey application. Press the “Change Status”
button and change the status to Active.
The survey will be
submitted when the following conditions are met:
entry for the selected Maximo object is created
with a valid e-mail is selected at the field selected as Communication Template
entry for the selected Maximo object reached the condition selected at the