Define Survey Rules

Survey rules define the survey to be sent for a specific request, based on predefined conditions. They automate the process of sending surveys to requesters based on the request details. You can define the request criteria for sending a survey and associate it with a survey template. If no template matches the request criteria, the default survey template will be used.

To define survey rules, go to Setup > User Survey > Survey Rules and click New Rule. Use the pointers below to define a survey rule.

Field	Description
Rule Name*	Provide a unique name for the survey rule.
Description	Add information to describe the purpose of the rule.
Conditions*	Define the rule conditions by selecting the column, operator, and value. Use the icon to add multiple conditions. By default, AND rule is set for multiple conditions. Click on the AND rule to change to OR rule. Use the icon to organize the conditions in the order of execution. You can add nested conditions by dragging a condition over the indentation space below another condition. Nested conditions are denoted with a drop-down icon. Each rule will be checked in sequence until the required condition is met.
Survey templates to be sent*	Select the survey template to be associated with the rule. You can preview the associated template and also mark it as default, if needed.
Rule Status	Enable or disable the rule per your requirement. Note that only enabled survey rules will be executed.

* Mandatory Fields

After the rule is saved, you can view the saved rule with its associated templates and status on the survey rules list view. You can enable/disable the rule on this page.

Use the icon to edit or delete a rule.

The rules on the list view are executed sequentially until the condition is met. You can organize the rules to modify the execution sequence by hovering over the rule and using the icon.

You can configure up to 40 survey rules in ServiceDesk Plus Cloud.