Last modified on 2023/02/09 10:11


A questionnaire is a list of predefined questions that employees are required to answer in a specific order at any step in a workflow. It allows to obtain additional information on an incident, service request, change request, investment request or problem.


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.


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.


  • 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 Service Apps app, or it can be permanently displayed regardless of whether it was run from an app or from an Service Manager 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 was already asked in a workflow step in the same questionnaire, 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 do not have an impact on charge back. 
    • 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.
  • Incidents, requests or problems created before a questionnaire was deleted will retain their questions and associated answers.
  • Questionnaires can be duplicated / exported.
    • All questions will automatically be duplicated / exported.
    • The overrides will not be taken in account.

Best Practice

     Open url.png See also Best practice - Questionnaires.

  • 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.
  • Select the Single answer option for the answers that must not be modified when the same questionnaire is run a second time. Open url.png See  Manage questions wizard.

Menu access

References > Other references > Questionnaires

Tabs description

    Questionnaire - Questionnaire editor.png


Description: Name of the questionnaire.

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


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


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

Step 1: Creation of the questionnaire.

1. Select References > Other references > Questionnaires in the menu

2. Click Add icon.png.

3. Enter the description of the questionnaire

4. Click Finish.

The form will open.

Step 2: Definition of the contents of the questionnaire.

1. Select the Manage Questions wizard.

          Manage the questions wizard.png

2. Define the contents of the questionnaire.

  • Select each question to be added to the questionnaire by clicking Plus icon.png.
    • 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.

  • Click the Up arrow.png or Down arrow.png arrow next to each question to move a question.
    Note: Questions are displayed to users in the order in which they appear in the questionnaire table.
  • Define the properties of each question.
    Note: These properties will apply only to the current questionnaire.
    • Click Assign the dynamic values to select the dynamic values you want to use for conditions and constraints in the questionnaire's questions.
    • Click Constraint icon.png (existing constraint) or No constraint icon.png (no constraint) to define a constraint for a question. Open url.png See Manage Questions wizard > Manage data entry constraints.
      Note: You can use regular expressions. Open url.png See the examples.
    • Click Condition icon.png (existing condition) or No condition icon.png (no condition) to define a condition for a question. Open url.png See Manage Questions wizard > Manage display conditions.

3. Check the layout of your questionnaire by clicking Preview.

4. Click Save.

The Questions tab will be updated in the form.

Step 3: Use of the questionnaire in a process.


1. Associate the new questionnaire with a workflow or with a workflow step using the graphic editor.

2. (optional) 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.
  • 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.


Manage questions

Use case: How to create a questionnaire for an insurance company

This use case shows how all types of questions can be implemented using a questionnaire designed for the customers of an insurance company.

     Open url.png See the description.

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