What's Going on Behind the Scenes
Before you setup an integration on the Survey Author Console, workflow and fields need to be added to your integration form. The tasks include adding fields, adding the form to shared workflow, and personalizing some new workflow to your specific integration.
When these tasks are complete, you can manage the integration process completely from the Survey Author Console.
The first step in adding integrations to your template is adding the form into the Integration Manager. You access the integration manager from a link on the left side of the Survey Author Console.
Under integration Sources, click the ‘Add’ button (a warning about making sure the workflow was added appears) to bring up an Add Integration Source dialog.
For Kinetic Survey integrations chose Inbound as the Integration type (Outbound was used for Kinetic Request). If the Source Type is an AR System form, you will need to pick the form, and then put a user-friendly name in the Source label field. The category, type and workflow fields are all optional.
These steps are normally done by the Remedy Administrator/Developer when the fields and workflow are added to the designated form.
Adding Integrations to Templates
The Sources tab on the Survey Author Console contains a table with all the current integrations to the selected template. The Rules table displays any rules associated to the selected integration, and the Data Set field defaults to the SYSTEM_DEFAULTS, but can be set to another Data Set if available.
When you click the ‘Add’ button, the following dialog appears.
Survey name, Data Set and Status are set to defaults when the dialog is opened. Integration Name is just a label, and Form Name references the list of integrated forms from the Integration Manager. The Trigger Process menu has four options, Active Link, Batch-One Time, Batch Recurring, and Event. These will be explained later in this chapter. The last field, Qualification, is what determines if your integration will fire. Standard qualifications are:
‘Status’ = “Resolved AND ‘Department’ = “Human Resources”
‘Status’ = “Closed” AND ‘Source’ != “Internal”
Active Link/Call Script Integrations
Call script integrations call and open a survey in a dialog box while someone is working in a Remedy form. A good example would be a survey that asked for more information based on a set Category/Type/Item combination. These surveys are very useful because they can be created, configured and deployed quickly. To setup a Call Script integration based on the Integration Dialog above, you select Active Link from the Trigger Process drop down. After choosing Active Link, the Message Template field is disabled, because there is no need to send an email inviting a customer to take a survey, it is presented directly on the Remedy form.
A major difference between Call Scripting and Event based integrations is choosing what the actions are that will initially trigger the Call Script. When the integration is setup by the Remedy developer the type of action that will trigger the survey must be specified. Some examples of trigger actions include, pressing a button, losing focus on a field, or selecting a list item.
Event integrations send out surveys when a form is saved or modified, based on a qualification setup in the Integration Dialog. An example is sending a customer satisfaction survey when a help desk ticket is closed. In the Integration Dialog, you select Event from the trigger Process drop down. You then need to select a message template that will define the email that is sent to the customer asking them to complete the survey.
This type of integration is similar to Filter/Event integration, except it is started either directly when the integration dialog is saved (Batch-One Time), or on a schedule (Batch-Recurring). An example is every six months, a survey is sent to some departments asking them to confirm their hardware and software configuration.
There are three available integration rules, Minimum Survey Frequency, Survey Count, and Survey Limit. While these rules can be combined, it is not always recommended, because they can be checked at different steps in the survey process.
Each rule has a brief description in the Rule Description field when it is selected.