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#1 2011-06-01 21:39:31

dgonzalez
Member
Registered: 2011-06-01
Posts: 4

GLPI 0.80 Customer satisfaction survey

We had been working with GLPI for a couple of years. It´s integrated with OCS and everything run smoothly. Last week, I upgraded GLPI to version 0.80, and I am really impressed with the new features of this version and I am willing to use them.
I am very interested on sending Customer Satisfaction Surveys to internal users, however it seems that this feature is not working or its misconfigured (I will attach a couple of screenshots showing its configuration).
I was wondering if there something wrong or missing with regard to Satisfaction config.

Server setup:

 
GLPI  0.80 (/glpi => /usr/share/glpi)

Server
 
Operating Systems : Linux delta 2.6.32-31-server #61-Ubuntu SMP Fri Apr 8 19:44:42 UTC 2011 x86_64
PHP 5.3.2-1ubuntu4.9 (Core, PDO, Phar, Reflection, SPL, SimpleXML, apache2handler, bcmath, bz2, calendar, ctype, curl, date,dba, dom, ereg, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, json, ldap, libxml, mbstring, mcrypt, mhash, mysql,
mysqli, openssl, pcre, pdo_mysql, posix, session, shmop, soap, sockets, standard, sysvmsg, sysvsem, sysvshm, tokenizer, wddx,xml, xmlreader, xmlwriter, zip, zlib)
Setup: memory_limit="128M" max_execution_time="0" safe_mode="" session.save_handler="files" post_max_size="35M"
    upload_max_filesize="25M" 
Software: Apache/2.2.14 (Ubuntu) (Apache/2.2.14 (Ubuntu) Server at delta Port 80)
    Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/534.24 (KHTML, like Gecko) Chrome/11.0.696.71 Safari/534.24
MySQL: 5.1.41-3ubuntu12.10 (root@localhost/glpi)

../config : OK
../files : OK
../files/_dumps : OK
../files/_sessions : OK
../files/_cron : OK
../files/_cache/ : OK
../files/_graphs : OK
../files/_log : OK

LDAP directory
 
Server: 

Mysql replicate
 
Active : No

Notifications / Mail Receiver
 
Way of sending emails: SMTP (x.x.x.x)
Mail Receiver

OCS Inventory NG
 
Host for the OCSNG database : 'localhost', Connection to OCSNG database successful, Use the OCSNG software dictionary : 1

Plugins list
 
    

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#2 2011-06-01 21:57:43

dgonzalez
Member
Registered: 2011-06-01
Posts: 4

Re: GLPI 0.80 Customer satisfaction survey

Is there any documentation available about how to configure customer satisfaction surveys?

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#3 2011-06-01 23:13:40

dgonzalez
Member
Registered: 2011-06-01
Posts: 4

Re: GLPI 0.80 Customer satisfaction survey

th_CustomerSatisfactionEntities-1.jpg


th_CustomerSatisfactionAutomaticActions.jpg

Last edited by dgonzalez (2011-06-01 23:27:10)

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#4 2011-06-03 11:09:52

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

First : if you want that GLPI can generate a customer satisfaction survey, the ticket but have Solved status.
So if the value of automatic closing of solved tickets after is 0 day, you never can have the survey.

Second : in your screenshot, run mode is GLPI, so you must navigate in GLPI to activate the automatic action


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#5 2011-06-07 21:55:21

dgonzalez
Member
Registered: 2011-06-01
Posts: 4

Re: GLPI 0.80 Customer satisfaction survey

Thank you for your response Yllen. I will appreciate if you explain better the following statement in your post:

Second : in your screenshot, run mode is GLPI, so you must navigate in GLPI to activate the automatic action

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#6 2011-06-07 23:35:48

JMD
GLPI - Lead
Registered: 2004-09-13
Posts: 9,180
Website

Re: GLPI 0.80 Customer satisfaction survey

If you don't use cli , it means that GLPI use a pseudo cron.  The pseudo cron will function only if there is enough activity on GLPI on increment time.


JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir     Contribuer

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#7 2011-06-17 18:12:43

jgalicia
Member
Registered: 2011-03-03
Posts: 3

Re: GLPI 0.80 Customer satisfaction survey

hi everybody!...

im have a problem with the Customer Satisfaction Surveys, everitings working fine, but this new feature is not working yet.....

in the "satisfaction" opcion whith the user login it appears "not generated survey"

some idea? in the automatic actions logs appears....:

Fecha    Duración total    Cantidad    Descripción
16-06-2011 13:17    4.678s    2    Action completed, fully processed
16-06-2011 10:47    0.365s    0    Action completed, no processing required
15-06-2011 22:59    0.435s    0    Action completed, no processing required
15-06-2011 13:12    0.316s    0    Action completed, no processing required
15-06-2011 12:44    0.284s    0    Action completed, no processing required
14-06-2011 16:15    0.303s    0    Action completed, no processing required
13-06-2011 10:44    0.342s    0    Action completed, no processing required
10-06-2011 20:58    0.201s    0    Action completed, no processing required

best regards!..!.....

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#8 2011-06-20 09:04:18

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

Have you tickets with closed status ?
Parameters of satisfaction survey ?


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#9 2011-06-21 02:11:27

jgalicia
Member
Registered: 2011-03-03
Posts: 3

Re: GLPI 0.80 Customer satisfaction survey

yllen thanks for the answer! ….

no, the status is "solved" the config is...

cretae survey after    1 days
rate to trigger survey   100%
for tickets closed after  17/06/2011 09:20

and... in the support config:

automatic closing of solved tickets after 2 days

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#10 2011-06-21 10:42:02

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

As long as your tickets will not be closed, the survey will not be generated


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#11 2011-06-29 01:50:00

awatkins
Member
Registered: 2010-02-16
Posts: 16

Re: GLPI 0.80 Customer satisfaction survey

How do we configure external surveys?  Is there a wiki page for this or are there some pre-configured templates to use for the URL?


Windows Server 2008 x64 Cluster - IIS 7.0 + Apache 2.2.14 - php 5.3.2 - MySQL 5.1.46 - OCS 1.3.2 - GLPI 0.83.1

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#12 2011-06-29 10:00:53

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

You configure external survey in the configuration of your entity.
For the URL, you have the list of tags that you can add near the field.
The format is like http://yourserver/your application/your page?[tagneeded]&[othertag]


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#13 2011-06-29 22:08:45

awatkins
Member
Registered: 2010-02-16
Posts: 16

Re: GLPI 0.80 Customer satisfaction survey

thank you for the quick response!  I think I'm having trouble understanding the "your page"? portion.  Is this an existing page, like ticket.form.php and then we add the tags? 

or is the "your page" new/custom pages that we create from scratch?

any examples and/or samples you can provide would be great.


Windows Server 2008 x64 Cluster - IIS 7.0 + Apache 2.2.14 - php 5.3.2 - MySQL 5.1.46 - OCS 1.3.2 - GLPI 0.83.1

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#14 2011-06-30 10:05:22

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

Your page means the address of your survey in your external server


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#15 2011-07-10 00:44:35

jgalicia
Member
Registered: 2011-03-03
Posts: 3

Re: GLPI 0.80 Customer satisfaction survey

tnks yllen for the answer, but, the ticket is closed and the ticket it appears "no generated survey" in the satisfaction menu. some tickets appears the satisfaction menu (stars) and, in the statistics menu appears (in the satisfaction graphic) opened (6) and answers (4) im generated some test tickets and not generated satisfaction survey.... sad

thanks for everything smile

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#16 2011-07-25 09:55:00

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,143

Re: GLPI 0.80 Customer satisfaction survey

If you configure external survey, there will be no generation of survey in GLPI, only a mail with an external link


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#17 2011-07-26 21:20:09

jprieto
Member
Registered: 2011-07-26
Posts: 5

Re: GLPI 0.80 Customer satisfaction survey

Hello All.

I have problems with the survey of satisfaction, creating a ticket, assign and close in the survey said: Survey not generated.

What is this? Help please.

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#18 2011-07-27 07:17:45

remi
GLPI-DEV
From: Champagne
Registered: 2007-04-28
Posts: 7,127
Website

Re: GLPI 0.80 Customer satisfaction survey

The survey is generated by a cron task, according to the configuration (rate and delay)


Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/

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#19 2011-07-29 15:32:59

somersetit
Member
Registered: 2006-07-20
Posts: 31

Re: GLPI 0.80 Customer satisfaction survey

If your ticket is closed, and if you have configured the entity of that ticket to send the survey email 100% of the time, you should be able to the trigger an email to go out to the requester by navigating to

Setup --> Automatic Actions ---> createinquest
    On the "Statistics" tab in the main section on the bottom right you should see "Next Run".  Click the "Execute" link.

That is how I forced a test survey to go out.  We are not using this in production.

I think some of the previous posts may have also alluded to the idea that you want to customize the survey.  I have not seen that, nor have I dug into the code to look at changing the survey.   I don't believe there is any flexibility beyond going to an outside system for a custom survey (unless you want to hack the code and submit a patch).

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#20 2011-12-29 16:40:23

Yucatan
Member
From: Kiev
Registered: 2011-06-08
Posts: 3

Re: GLPI 0.80 Customer satisfaction survey

Hello!
I use glpi v 0.80.5   and i still can't understand how to create customer satisfaction surveys sad 
Ticket type is "Solved". Tickets close automatically after 1 day. But no satisfaction survey has created
Could you please help me

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#21 2012-01-20 11:38:56

dbrnjh.
Member
Registered: 2012-01-20
Posts: 2

Re: GLPI 0.80 Customer satisfaction survey

I use glpi v 0.80.5   and i still can't understand how to create customer satisfaction surveys too.
Where I can find this parameters ?
cretae survey after    1 days
rate to trigger survey   100%
for tickets closed after  17/06/2011 09:20

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#22 2012-01-20 12:30:55

remi
GLPI-DEV
From: Champagne
Registered: 2007-04-28
Posts: 7,127
Website

Re: GLPI 0.80 Customer satisfaction survey

In the entity form (Helpdesk tab)


Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/

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#23 2012-01-20 13:52:33

dbrnjh.
Member
Registered: 2012-01-20
Posts: 2

Re: GLPI 0.80 Customer satisfaction survey

thanks a lot for help

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