Questionnaires


Questionnaires are sets of predefined questions that users are required to answer in a specific order so that additional information on an incident, service request, change request, investment request or problem can be obtained. This does not have an impact on charge back. 

Each questionnaire:

  • Is designed by defining the properties of questions in the context of use, i.e. the display order, conditions and data entry constraints, use of dynamic values, answers saved in the SD_REQUEST table, etc. Open url.png See the Manage Questions wizard.
  • Is displayed when the workflow related to the category of the current object is run. Each step may be associated with a different questionnaire.
  • Can be overridden. This means that it is replaced by another questionnaire based on the category of the object triggering the workflow.

Examples

Open url.png see  Use case

Questionnaire displayed by a workflow:

  1. Workflow and questionnaire:

  • Service requests involving the Badges category are managed by the Hardware Assignment workflow.
  • This workflow displays a questionnaire called Physical access and badge when it is triggered, i.e. when the Start step is run.

  2. When users create a service request for a badge:

  • The Hardware Assignment workflow will start..
  • Users can click Questionnaire - Example - Questionnaire icon.png to open the associated questionnaire.
Questionnaire - Example.png Questionnaire - Example form.png

Overriding a questionnaire:

  1. Workflow and questionnaire:

  • Incidents related to the Equipment and Phone categories are managed by the same workflow called Equipment and Phone Incidents.
  • This workflow displays a questionnaire called Workstations when it is triggered, i.e. when the Start step is run.
  • If an override was defined, then when the category of the incident is Phone, the questionnaire will be overridden and replaced by another called Phone Problems.

  2. When users report an incident regarding:

  • Their workstation ==> The Equipment and Phone Incidents workflow starts and the Workstations questionnaire is displayed.
  • Their phone ==> The same workflow starts but the questionnaire is replaced by the Phone Problems questionnaire.

Notes .

Notes
  • You can create questions in advance in reference tables in the Operation or Transition menu, or directly in the current questionnaire.
  • A given question can be associated with one or more questionnaires but it cannot be included twice in the same questionnaire.
  • You define the properties of questions using the Manage Questions wizard.
  • A question can be displayed only when the questionnaire is opened in an Product name - ev sas.png app, or it can be permanently displayed regardless of whether it was run from an app or from an Product name - ev itsm.png screen.
  • Each step of the workflow can run a different questionnaire.
  • If the same questionnaire is used in different workflow steps, then by default the last answer to any given question will be displayed.
  • If a given question in the questionnaire has already been asked in a workflow step, then the last answer will be displayed instead of the default answer.
  • In workflows that manage incidents, questionnaires are displayed only when the action is completed, and never when a task is created, a transfer is defined, or when an action is put on hold or reopened.
  • Answers to questions:
    • They can be seen in the Questions/Responses tab of the Incident/Request/Action form.
    • Answers to questions are not logged. If a questionnaire is used in several workflow steps, the answers displayed in the tab are the ones the user last entered.
    • Depending on the type of answer, they can be stored in specific target fields in the SD_REQUEST table. They will then appear in the Incident/Request/Action form if these fields are visible.
EndNotes

  • Questionnaires can be exported.
    • All questions will automatically be exported.
    • The overrides will not be taken in account.

Best Practice big icon.pngBest practice

         Open url.png See also Best practice - Questionnaires.

BestPractice
  • As dynamic values are calculated when the questionnaire is run, you should associate only those you want to use in questions.
  • If you want to create a new questionnaire that shares a common core of questions with an existing questionnaire, you should duplicate the existing one and save it with a new name. You can adapt the new questionnaire to your requirements.
EndBestPractice

Screen description

   Questionnaire - Questionnaire editor.png

Menu access:

  • Questionnaire for an incident/service request/problem: Operation > References > Questionnaires
  • Questionnaire for a change request/investment request: Transition >  References > Questionnaires
     

Description: Name of the questionnaire.

Title displayed on Wizard: Name displayed in the title bar of the questionnaire.

List of tabs

Questions: List of questions associated with the questionnaire using the Manage Questions wizard.

Overrides: List of categories related to incidents, requests or problems based on which a questionnaire may be replaced by another during a workflow or during a workflow step.

Procedure and Wizards

How to create a questionnaire

1. In the menu, select Operation > References > Questionnaires or Transition > References > Questionnaires.

2. Click Add icon.png and enter the description of the questionnaire and click [ FINISH ]. The form will open.

3. Select the Manage Questions wizard and define the contents of the questionnaire.
         Manage the questions wizard.png

  • Click Plus icon.png and select each question to be added to the questionnaire.
    • Note: If you click [ CREATE A NEW QUESTION ], the new question will automatically be associated with this questionnaire. It will also be added to the reference tables and will be available for all questionnaires.
    • To delete a question from the questionnaire, click Minus icon.png. Note: Only the link will be deleted.

Best Practice icon.png To display a horizontal line separator, display the list of questions and sort them using the Type column. Next, go to the System type and select the Horizontal line separator question.

  • Questions are displayed to users in the order in which they appear in the questionnaire table. To move a question, click the Up arrow.png or Down arrow.png arrow next to each question.
     
  • Define the properties of each question. These properties will apply only to the current questionnaire.
    • If required, click [ ASSIGN THE DYNAMIC VALUES ] and select only the dynamic values you want to use for conditions and constraints in the questionnaire's questions.
       
    • To define a constraint for a question, click Constraint icon.png (existing constraint) or No constraint icon.png (no constraint). Open url.png See Manage data entry constraints and Different examples.
               Constraint editor.png
       
    • To define a condition for a question, click Condition icon.png (existing condition) or No condition icon.png (no condition). Open url.png See Manage display conditions.
               Condition editor.png
       

4. Click [ PREVIEW ] to check the layout of your questionnaire and then click [ SAVE ] to save it. The Questions tab will be updated in the form.


5. You can now associate the new questionnaire with a workflow or with a workflow step using the graphic editor.

Note: You can replace the current questionnaire by another questionnaire when the workflow is triggered for a specific category in the incident catalog or service catalog.

  • Open the questionnaire and select the Overrides tab.
  • Click Add icon.png.
  • Select the questionnaire that will replace the current one and indicate the category where the override will apply.

Wizards

Duplicate: Used to create a new questionnaire using a template. All questions will automatically be copied to the new questionnaire.

Manage Questions: Used to define the questionnaire contents by selecting questions and customizing them based on their context. Open url.png  See Screen description

  • A question that is being used in another question via a condition or constraint cannot be deleted. Its description, type and rank cannot be modified.

Delete: Used to delete the questionnaire (Note: Only if it is not used in a workflow).

  • Incidents, requests or problems created before the questionnaire was deleted will retain their questions and associated answers.
Tags:
Last modified by Unknown User on 2017/09/26 16:09
Created by Administrator XWiki on 2013/11/19 14:53

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