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Survey and Questionnaire Example Setup

Provided below is the field setup and layouts for three tables using the new data types for a very straightforward Helpdesk and Support case survey.

Survey Questions

This table has a field of Question Description type.  It also has a text field for Question Name.  This text field is just for ease of reference elsewhere in the system.  It is not actually necessary.

Field Label 

 Data Type 

 Admin Notes 

Answer Details

Text

Used to provide answer type and choices, default values, and/or ranges so the table view can provide information about the answer as well as just the question. Maximum size: 1000; Display size: 90x2

Created ByCreator Login,Creator Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No


Date Created

Date/Time


Date Updated

Date/Time


History

History


ID

Auto-Increment


Question

Question Description Field

This field is used to define questions and answer types in a normal table record.

Question Name

Short Text

Repeats the question so it can be shown on a table view. Maximum size: 255; Display size: 90x1

Survey Types

Related Table : Survey Types

This related table will show all Survey Types associated with a question.

Updated By,Updater Login,Updater Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No


 

Survey Types

This table has a field of Survey Definition type.  It also has a text field for Survey Name.  This is so that the surveys can be referenced by name elsewhere in the system.

 Field Label 

 Data Type 

 Admin Notes 

Created ByCreator LoginCreator Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No


Date Created

Date/Time


Date Updated

Date/Time


History

History


ID

Auto-Increment


Show Extra Fields

Choice

This field is used to indicate if additional fields should be displayed in the survey record. Choices: Support Case, Helpdesk Case

Survey Definition

Survey Definition Field

This field will define the set of questions per each survey type (Survey Name)

Survey Name

Short Text

This field is used so that the surveys can be referenced by name elsewhere in the system. Maximum size: 70; Display size: 30x1

Updated ByUpdater LoginUpdater Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No



Surveys

This is the main table where the surveys for both the Helpdesk and Support Case tables are collected.  A survey record is created via a hotlink in an email template in the Helpdesk and Support Case tables.  Because the survey is created using a Guest account, a rule will run on the creation of the survey to update the Submitter Name based on information in the linked Helpdesk or Support Case record.

Field Label 

 Data Type 

 Admin Notes 

Communications

Communications Search Result


Created ByCreator LoginCreator Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No


Date Created

Date/Time


Date Updated

Date/Time


Definition IDShow Extra FieldsSurvey DefinitionSurvey Type

Link to selected fields from other table:Survey TypesAllow multiple values:NoAllow entries not in source table:No

This linked set will be used to determine which set of questions to be displayed along with any additional fields to be displayed

HD Assigned Team/Person,HD Assigned Person,HD Submitter Phone,Helpdesk Case ID,HD Submitter Name, HD Priority,HD Summary,HD Type of Problem

Link to selected fields from other table:Helpdesk CasesAllow multiple values:NoAllow entries not in source table:No

Fields populated from the related Helpdesk Case. Visible if "Show Extra Fields" is Helpdesk Case

History

History


ID

Auto-Increment


Linked Company

Link to selected fields from other table:CompaniesAllow multiple values:NoAllow entries not in source table:No

This linked field can be used to display related Surveys in the associated Company record. Default: Linked Company matches Submitter Company

SC Assigned Person,SC Assigned Team,SC Customer Name,SC Customer Phone,SC Date Closed,Support Case ID,SC Priority,SC Summary,SC User Company,SC Assigned Team/Person

Link to selected fields from other table:Support CasesAllow multiple values:NoAllow entries not in source table:No

Fields populated from the related Support Case. Visible if "Show Extra Fields" is Support Case

Submitter Company,Submitter Phone,Submitter Email,Submitter Name,Submitter Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No

Direct link to user fields for person who submitted the survey, populated by a rule from the related record.

Survey Questions

Survey Presentation Field

This field will be used to select the question for a particular survey or questionnaire as well as the defining the order, visibility dependencies and requirements.

Updated ByUpdater LoginUpdater Team

Link to selected fields from other table:ContactsAllow multiple values:NoAllow entries not in source table:No



Survey Tab in Power User Interface

Note: The EUI Interface will consist solely of this tab.

Details Tab in Power User Interface

Email Template

A survey email template was created in both the Helpdesk and Support Case tables.  This email could be sent manually or based on a rule.

A hotlink is created using the following elements:

  • Project/KB: Project=Demo
  • Guest User Account: user=guest
  • Guest User Password: password=Guest22x
  • Table and State: State=New:survey (uses logical table name)
  • GUI Used: GUI=No/EUI  (will display the EUI form page only, no other menu items)
  • Survey Type field: Field=survey_type0: Support Case (determines which Survey to use)
  • Support/Helpdesk Case ID field: Field=support_case_id:$id  (links the Support or Helpdesk Case to the Survey record)