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.

• 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.

• 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.  See  Manage questions wizard.

• Select each question to be added to the questionnaire by clicking .
  
  • 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 . Note: Only the link will be deleted.

• Click the  or  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  (existing constraint) or  (no constraint) to define a constraint for a question.  See Manage Questions wizard > Manage data entry constraints.
    Note: You can use regular expressions.  See the examples.
     
  • Click  (existing condition) or  (no condition) to define a condition for a question.  See Manage Questions wizard > Manage display conditions.

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 .
• Select the questionnaire that will replace the current one and indicate the category where the override will apply.