Forum GLPI-Project

zdobe

Member

Registered: 2019-08-16

Posts: 4

GLPI 9.5.7 - Sending Satisfaction Surveys for Old Tickets

Hello,

We are experiencing some strange issues with Satisfaction Surveys.

For some reason, we are seeing a bunch of Satisfaction Surveys being sent for tickets from 2017. I do not know why the tickets would be receiving Satisfaction Surveys as they have been closed since 2017. This issue seems to have started this Spring (2022). I have also updated Satisfaction Surveys to only send surveys from April 2022 (4-13-2022) and on for troubleshooting purposes, but the surveys are still being generated and sent for old tickets at random, although they all seem to be from 2017 so far. Satisfaction Surveys were not modified except for the send surveys from April 2022 for troubleshooting purposes and had been in use for years without issues, only OS upgrades and GLPI version upgrades.

Any help would be greatly appreciated!

I am not certain what could be causing this behavior, or how to troubleshoot / resolve the issue. I located one other forum post on this exact issue, but no reply was ever posted, although they were using external surveys and I haven't been able to find much else on this specific issue.

Other forum post on 2-2-2022 GLPI version 9.5.6:

ID: 282873

Title: Satisfaction surveys sent now for incidents closed years ago

Date: 2022-02-02 11:45:51

Description:

Hello,

We have glpi 9.5.6.

We have external surveys configured, for tickets closed after 06-12-2021 15:00:00. However, sometimes they are sent for tickets closed years ago.

Can anybody help me?

Thank you

In the notification queue trash bin, I can see the notifications that were sent out for the Satisfaction Surveys for these old tickets.

Here are some details on one of the notifications for the satisfaction survey:

Notification Creation and Send Date: 4-22-2022

Expected Send Date: 4-22-2022

Ticket Closing Date: 5-21-2017

Below are the Satisfaction Survey settings for our server, three sub-entities exist, but are not in use and all have the setting 'Inheritence of the parent entity'.

Satisfaction Survey Settings:

Configuring the Satisfaction Survey: Internal Survey

Create Survey after: 1 Day

Rate to Trigger Survey: 10%

Duration of Survey: 5 Days

For Tickets Closed After: 4-13-2022

GLPI Server:

GLPI Version: 9.5.7

OS: Debian 11 x64

PHP Version: 7.4.28

Thanks!

-Z

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,814

Website

Re: GLPI 9.5.7 - Sending Satisfaction Surveys for Old Tickets

This was fixed in GLPI 10.0. The fix was also done in the 9.5 bugfix branch, but there has not been a new release of 9.5.X since the fix was made.

You can find the fix here if you want to apply it locally rather than upgrading to version 10 right now:
https://github.com/glpi-project/glpi/pull/10890

---

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zdobe

Member

Registered: 2019-08-16

Posts: 4

Re: GLPI 9.5.7 - Sending Satisfaction Surveys for Old Tickets

Cconard96,

Thank you for the update! I was not able to find this information, so I really appreciate you being able to give me some insight in to this issue!

I apologize for the delay, I was out of town this past week.

I will apply the fix you are linked and go from there.

Have a great day!

-Z