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Embed Remedy Data in Qualtrics Surveys

This article applies to: Qualtrics (Survey Tool), Remedy

As described in the Local Administrators Guide, if you choose to have Remedy send an automated message to the customer when an incident is marked as Resolved. You have the further option of including a link to a Qualtrics survey in that message, typically to get feedback on how the incident was handled.

And, when you create the Qualtrics survey, you have the option of including any (or all) of the following Remedy data elements:

Embedded Data Field Name Description
INC Incident Number
Bserv Business Service
Prod Product Name
Owngr Incident Owner Support Group
Ownorg Incident Owner Organization
Sptgroup Assigned Support Group
Sptor Assigned Support Organization
Assignee Assignee
Opcat Tier 1 Operational Category
Subdate Submit Date
Resdate Resolution Date
Reportsrc Reported Source
ContactType Contact Type

For information on creating surveys in Qualtrics, see our Central Survey Tool articles.

(Optional) Embedding Remedy Data Elements in a Survey

  1. In Qualtrics, select the desired survey or create a new survey.
  2. Click the Edit Survey tab, then click Survey Flow. A Survey Flow panel will open.
  3. Click Add a New Element Here. A yellow block labeled What do you want to add? will be added.
  4. Click Embedded Data. The yellow block will change to a green block labeled Set Embedded Data with a blank text field highlighted.
  5. Enter the desired Field Name from the table above.
  6. (Optional) To embed additional Remedy elements, click Add a New Field and enter the desired Field Name. Repeat as needed.
  7. Click Save Flow when finished adding elements.

Linking a Survey to Your "On Resolve" Notification Message

  1. In Qualtrics, select the desired survey or create a new survey.
  2. Click the Edit Survey tab, then click Launch Survey.
  3. Highlight and copy the Anonymous Survey Link.
  4. In Remedy (Classic View), navigate through
    • Applications tab> Incident Management > Incident Management Console
    • My Profile > Support Groups tab
    • Select desired Support Group > Modify Selected Support Group
    • Cornell Custom Options tab
  5. Paste the survey URL into the Survey URL field.
  6. Still on the Cornell Custom Options tab, check the following:
    • On Resolved is checked.
    • Survey On Resolved is checked.
    • Number of Survey Questions is set.
  7. Click Save.

Now, when an incident is marked Resolved, the email notification including the survey URL will automatically be sent.

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