Serviced Customer On Resolution Surveys Not Sent

  • 7017126
  • 05-Jan-2016
  • 05-Jan-2016

Environment

Novell Service Desk 7.0.3 Knowledge Base
Novell Service Desk 7.1 Knowledge Base

Situation

  • A survey is configured to be sent to Serviced Customers On Resolution
  • The survey is enabled
  • Incidents are put into the Closed - Resolved state
  • The survey is not sent to customers as expected

Resolution

Check the Exit State box in the Closed - Resolved state configuration.

This is configured in Service Desk > User > Service > Workflows > [workflow] > Lifecycle > Closed - Resolved

Cause

The Closed - Resolved state was not set as an Exit State.

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