Survey after closing a ticket not working

doesntMatter · 2022-09-28 16:57:16

Hello,

I made following configuration. Unfortenately I got no survey after closing a ticket - the logfile of the task is having "0 jobs" to do. Ideas?

1) go to administration>entites>[Myentity]>assistance TAB> Configuring the satisfaction survey>
Configuring the satisfaction survey internal survy
Create survey after as soon as possible
Rate to trigger survey 100%
Duration of survey unspecified

2) setup>automatic action>[CreateInquest]

Name createinquest
Comments
Description Generation of satisfaction surveys
Run frequency 5 minutes
Status scheduled
Run mode CLI (in cron is set, else GLPI)
Run period : 0->24h

Number of days this action logs are stored : 30 days.

doesntMatter · 2022-09-29 16:04:51

Nobody?

cconard96 · 2022-09-30 23:51:48

When the "Create survey after" is set to immediate, it should be created immediately during the closure of the ticket. Only delayed surveys should be created by the automatic action.
Which version of GLPI are you using?
Do you have any warnings/errors in the GLPI logs? Specifically, the "files/_log/php-errors.log" and "files/_log/sql-errors.log" files.

doesntMatter · 2022-10-18 15:39:31

I found some errors, but it seemed that they don't have any touch with the survey.

doesntMatter · 2022-10-19 11:56:35

Anybody having an Idea what's the problem?

Rafumel1774 · 2022-10-19 14:19:36

I tested this function for myself and got it running a couple of weeks ago. Unfortunately it's useless for me as it only works if the ticked is CLOSED not SOLVED.
So stupid question - "I got no survey after closing a ticket" by that you mean CLOSED not SOLVED right?

Rafumel1774 · 2022-10-19 14:21:13

BTW. in the ticket there should be a new tab for the survey AFTER its closed - does it appear? If so the mailtemplates might be wrongly configured.

Last edited by Rafumel1774 (2022-10-19 14:21:32)

cconard96 · 2022-10-19 20:28:17

Which version of GLPI are you using?

doesntMatter · 2022-10-21 18:20:02

Rafumel1774 wrote:

I tested this function for myself and got it running a couple of weeks ago. Unfortunately it's useless for me as it only works if the ticked is CLOSED not SOLVED.
So stupid question - "I got no survey after closing a ticket" by that you mean CLOSED not SOLVED right?

- The Tickets are closed due after answering with a solution the tickets had been automatically set to close.
- I set the status of a ticket "manually" to Solved. Now I can set "accept solution (translated)" or "decline solution (translated)". After accept the status changed to "closed".

Rafumel1774 wrote:

BTW. in the ticket there should be a new tab for the survey AFTER its closed - does it appear? If so the mailtemplates might be wrongly configured.

Nope...

But it may be a problem with the templates.

Ticket Satisfaction was set to:

26	Ticket Satisfaction	E-Mail
50	Ticket Satisfaction Answer	E-Mail

I tried to add:

115	Close Ticket	E-Mail
116	Resolve ticket	E-Mail

but it didn't change anything. How is your configuration?

cconard96 wrote:

Which version of GLPI are you using?

10.0.3

doesntMatter · 2022-10-24 10:28:50

@Rafumel1774
How did you configure the notification templates?

Rafumel1774 · 2022-10-24 14:12:30

Notification is not relevant if you are not seeing the "survey tab".
If its missing something else is wrong.

doesntMatter · 2022-10-24 14:18:51

Rafumel1774 wrote:

Notification is not relevant if you are not seeing the "survey tab".
If its missing something else is wrong.

Any Idea what exactly could be wrong? May it a Problem that the "requester" is a user with admin rights?

Last edited by doesntMatter (2022-10-24 14:24:55)

Rafumel1774 · 2022-10-24 18:01:35

doesntMatter wrote:

Rafumel1774 wrote:
Notification is not relevant if you are not seeing the "survey tab".
If its missing something else is wrong.
Any Idea what exactly could be wrong? May it a Problem that the "requester" is a user with admin rights?

Why not give it a try? Test it as it will be used in production.

doesntMatter · 2022-10-27 11:51:00

Rafumel1774 wrote:

doesntMatter wrote:
Rafumel1774 wrote:
Notification is not relevant if you are not seeing the "survey tab".
If its missing something else is wrong.
Any Idea what exactly could be wrong? May it a Problem that the "requester" is a user with admin rights?
Why not give it a try? Test it as it will be used in production.

don't change anything. So - what's the problem?

Configuration is as described above. The tickets are in "solved" (not in "closed"), I triggered the task create survey -> no mail and the tab "survey" did not add to the ticket.

Rafumel1774 · 2022-10-27 21:42:24

Rafumel1774 wrote:

as it only works if the ticked is CLOSED not SOLVED.

As said. Tickets MUST BE CLOSED. After that you see a new tab in ticket for the survey from user perspective.

Last edited by Rafumel1774 (2022-10-27 21:42:58)

cconard96 · 2022-10-31 12:55:16

Surveys are for tickets after they are closed. The current workflow GLPI allows lets a technician solve a ticket when they think they have completed the request. The requester can then approve the solution which closes the ticket, or reject the solution which would reopen it.
Surveys are created essentially after both parties agree the work is finished (or the requester fails to respond and it is auto-closed) and lets them rate their experience of the work done.

doesntMatter · 2022-11-02 13:28:19

cconard96 wrote:

Surveys are for tickets after they are closed. The current workflow GLPI allows lets a technician solve a ticket when they think they have completed the request. The requester can then approve the solution which closes the ticket, or reject the solution which would reopen it.
Surveys are created essentially after both parties agree the work is finished (or the requester fails to respond and it is auto-closed) and lets them rate their experience of the work done.

That may be the point. I closed the tickets directly in glpi - How can a requester approve the solution?

doesntMatter · 2022-11-21 16:53:27

After upgrading to 10.0.5 i got all survey mails to my testmailbox...

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#1 2022-09-28 16:57:16

Survey after closing a ticket not working

#2 2022-09-29 16:04:51

Re: Survey after closing a ticket not working

#3 2022-09-30 23:51:48

Re: Survey after closing a ticket not working

#4 2022-10-18 15:39:31

Re: Survey after closing a ticket not working

#5 2022-10-19 11:56:35

Re: Survey after closing a ticket not working

#6 2022-10-19 14:19:36

Re: Survey after closing a ticket not working

#7 2022-10-19 14:21:13

Re: Survey after closing a ticket not working

#8 2022-10-19 20:28:17

Re: Survey after closing a ticket not working

#9 2022-10-21 18:20:02

Re: Survey after closing a ticket not working

#10 2022-10-24 10:28:50

Re: Survey after closing a ticket not working

#11 2022-10-24 14:12:30

Re: Survey after closing a ticket not working

#12 2022-10-24 14:18:51

Re: Survey after closing a ticket not working

#13 2022-10-24 18:01:35

Re: Survey after closing a ticket not working

#14 2022-10-27 11:51:00

Re: Survey after closing a ticket not working

#15 2022-10-27 21:42:24

Re: Survey after closing a ticket not working

#16 2022-10-31 12:55:16

Re: Survey after closing a ticket not working

#17 2022-11-02 13:28:19

Re: Survey after closing a ticket not working

#18 2022-11-21 16:53:27

Re: Survey after closing a ticket not working

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