Configuring Feedback

Owned by Aravind Naik (Unlicensed)
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)

SummitAI Service Management Help

Incident Management

You can configure the Feedback Management for a Tenant, Workgroup, Classification, or Category. Based on your configuration, the End User is able to provide Feedback after the Incident is Resolved/Closed.

To configure Feedback:

  1. Click Incident > Configuration > Others > Feedback Configuration. The FEEDBACK CONFIGURATION page is displayed.

    FEEDBACK CONFIGURATION page
    Figure: FEEDBACK CONFIGURATION page

  2. Select the TENANT, fill in the required Information and click SUBMIT to configure the Feedback feature. For more information about the fields on the FEEDBACK CONFIGURATION page, see Field Description.

Field Description

The following table describes the fields on the FEEDBACK CONFIGURATION page:

Field

Description

Enable Feedback For Tenant

Prerequisites

The Administrator should add the *HREF_FEEDBACK* key in the Incident Resolved Mail To User e-mail notification template. If the key is added, the feedback link is displayed on the Incident Resolved Mail To User e-mail notification.

HTML Snippet
<tr><td style="padding: 10px; border-top: dashed 1px #cccccc;">
<div style="color: #999999">
<a href="*HREF_FEEDBACK*" target="_blank">
<strong>Click here</strong></a> to provide your feedback.</div></td> 
</tr>

If this check box is selected, the user can provide the feedback for the resolved Incidents by clicking the "Click here to provide your feedback" link on the Incident Resolved Mail To User e-mail notification.

If the check box is not selected, the user is navigated to the Incident Details page by clicking the "Click here to provide your feedback" link on the Incident Resolved Mail To User e-mail notification and cannot provide the feedback.

Note:

  • If the Enable Feedback For Tenant check box is selected and the user has not given any feedback for the resolved incident, the user receives Feedback Required e-mail notification after the Incident is closed.
  • If the Enable Feedback For Tenant check box is selected and the user has given the feedback for the resolved Incident, the user receives Incident Closed e-mail notification.

FEEDBACK QUESTIONS

This section displays the configured feedback questions for the selected Tenant sorted by Group. The same questions are displayed on the FEEDBACK page. Administrator can configure Feedback Questions in various languages for the End User. The End User can view the Feedback Questions in the same language selected for the application. After configuring the Feedback Questions, Administrator can configure these questions in different languages for End Users.
For more information about configuring Feedback Questions, see Configuring Feedback.
For more information about configuring Feedback Questions in different languages, see Configuring Feedback Questions in Different Languages.

FIELDS FOR DISABLING FEEDBACK

If Workgroup, Classification, and Category are configured, feedbacks are not required for the resolved or closed Incidents matching the criteria configured under this section.

Feedback percentage

Specify the % of Incidents for which the feedback mail should be sent to the End Users. For example, for HR Tenant, the number of resolved or closed Incidents in a day is 100. The Feedback Percentage is specified as 40%. Feedback e-mails are sent to 40 randomly selected resolved or closed Incidents.

Max. No. of Feedback Per User

Specify the maximum number of Feedback required per User per Tenant in a month.
For Example: If the Max. No. of Feedback Per User is specified as 10, and the number of closed Incidents for the user in the configured TENANT is 20, the End Users can provide feedback for 10 closed Incidents only.

Maximum Feedback Days

Specify the number of days from the Incident Closure Date by which the End User should provide a Feedback.

Mandatory Feedback for Closed Incidents

If the check box is selected, it is mandatory for the End Users to provide Feedback on the previously closed Incidents before logging new Incidents.

Enable Feedback Reminder

Select this check box to enable the Feedback Reminders. If feedback is pending for the Incident, notification mail is sent to the User.

Customized Feedback MessageSpecify the Feedback message to be displayed to the End Users. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incident and when the End User tries to log a new Incident.

Reminder Frequency in Days

Specify the frequency of Feedback Reminders in days.

The Reminder e-mails are sent at an interval of the specified number of days.

When an Incident is resolved, the user receives the Resolution e-mail. The user receives the first Reminder e-mail after the specified number of days.

No. of Reminders

Specify the number of Reminders to be sent to the User. The number of Reminders cannot be greater than Maximum Feedback Days.

CONFIGURATION FOR FEEDBACK MODERATOR

This section displays the fields to configure the Moderator role.
Note: A moderator is an Administrator who monitors the feedback provided for the Resolved Incidents/SRs, and communicates with the End Users regarding the poor Feedback. The moderator can also request the End User to resubmit the Feedback if it is poorly rated.

Moderator

Type in the moderator name and select from the list.
You can also click the search icon to search from the list. Select the names from the list and click OK.

Workgroup

Select the Workgroup in the drop-down list to configure the selected user as Moderator for the selected Workgroup.

Customer

Select the Customer in the drop-down list to configure the selected user as Moderator for the selected Customer.

Location

Select the Customer in the drop-down list to configure the selected user as Moderator for the selected Customer.

Feedback Resubmission Expiry Period (in Days)

Specify the time for the End User to resubmit Feedback.
Example: If the specified time is 10 days, the End User can resubmit the Feedback till the tenth day from the day the re-submission is requested.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the FEEDBACK CONFIGURATION page:

ADD NEW

Click ADD NEW to configure the Feedback Questions. See Configuring Feedback Questions.

CHANGE HISTORY

Click CHANGE HISTORY to view the modifications in the Feedback Configuration. 

CHANGE HISTORY pop-up page

Figure: CHANGE HISTORY pop-up page