Email ticket survey with workflow

[Former Member]

Hi expert,

I've tried to configure ticket survey following the link below.

https://scn.sap.com/thread/3777006

However, it seems that there is no field for the placeholder #survey# . Please see the following screenshot.

Any idea?

CC Gabriele Bodda

CC Rei Kasai

cheers,

julius

[Andrew86 · Accepted solution]

Try using Customer ID

i.e. #SURVEY21# and Customer ID

[Former Member · Accepted solution]

Correct.  You can really map the Survey placeholder to any ID.  The system will recognize it and replace it appropriately.

[Former Member]

1 .In fine Tuning, create a Survey Category, e.g. “Customer Satisfaction”, of Type Satisfaction

2. Create a Survey of Category “Customer Satisfaction” and take note of the Survey ID. 

3. Create a Workflow rule of Type EMail.

• Define the condition (on save or scheduled) so that the email is sent when you prefer ( Example : 3days after the ticket is Completed)

4. Create an HTML email template, with a placeholder with the format #SURVEYID#

• e.g. #SURVEY2744#, if the ID of the customer satisfaction survey was 2744

5. In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter

• For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link

6 . Now once the EMail is sent to the Customer , the system

• Generates an Instance of the Survey
• Generate the External Link
• Uses the generated link to replace the Place holder

7. You can use a href tag in your HTML template file  and replace the link with some generic Place holder

NOTE : This only works for Emails but not for Notifications.