Steps to configure survey on ticket close for only one queue?

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z1001z
OTRS newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
OTRS Version?: otrs-6.0.16-01

Steps to configure survey on ticket close for only one queue?

Post by z1001z » 26 Mar 2019, 15:53

Newbie setting up new install of otrs-6.0.16-01 for first time. I have created a survey intro and questions, and several queues. I need the survey to go out when tickets in just ONE of the queues are closed. Currently no survey is sent out at all. Is there a set of steps to establish this basic trigger relationship? Thanks for explanations or links to training material. Thanks in advance.

RStraub
OTRS guru
Posts: 2162
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: Steps to configure survey on ticket close for only one queue?

Post by RStraub » 26 Mar 2019, 16:21

Hey there :)

See here:
viewtopic.php?f=53&t=40448
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

z1001z
OTRS newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
OTRS Version?: otrs-6.0.16-01

Re: Steps to configure survey on ticket close for only one queue?

Post by z1001z » 26 Mar 2019, 16:34

Thanks for the pointer, however my issue is more basic than delay, maximum or blacklist values, I already found that message, I have left them all to default values. Where can I specify what queue should use survey? Where can I specify the survey should be send on the "close" event of that queue?

RStraub
OTRS guru
Posts: 2162
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: Steps to configure survey on ticket close for only one queue?

Post by RStraub » 26 Mar 2019, 17:14

Right. That's configured in the survey itself.

Please keep in mind to set a properly configured survey to "master" or it won't send out survey-requests.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

z1001z
OTRS newbie
Posts: 7
Joined: 26 Mar 2019, 15:19
OTRS Version?: otrs-6.0.16-01

Re: Steps to configure survey on ticket close for only one queue?

Post by z1001z » 26 Mar 2019, 21:52

Thank you for the hint, I've got it working! In case others need the pathway explained:

Steps to set up a survey in OTRS 6:
1. Install optional survey package in Admin -> Package Manager
2. On main menu bar select Survey -> New,
3. In Edit General Info, set: Title, Introduction, Sender, Subject, Body, Internal Description
4. Select the "Queues" drop-down selector, showing available queues, select one or more and click Confirm
5. Edit questions to populate the survey.
6. The row of buttons shown when the survey is open should be: Back | Edit General Info | Edit Questions | - Change Status -
Click on "Change Status", select "Master". This should now be shown in the STATUS column.
7. More options can be set in Admin -> System Admin -> Core -> Survey

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