Out of the box, ServiceDesk did not provide me the ability to create a link with the email rulesets that took the end-user directly to the IM survey task. I decided that it was best to go back to the way I did it in 7.1 and include it in the workflow. I've had a couple of people ask about this and figured I'd upload the customized workflow to avoid some confusion.
- Download the attached workflow and copy it to the server.
- Double-click the package file to open it in Workflow Manager.
- Once the workflow has been extracted and is open in Workflow Manager, double-click on the Customer Responds to Survey dialog component.
![SurveyDialogComp.png]()
- Click the Event Configuration tab and click the elipsis (...) button to the left of the Start Process field at the top.
- Search for the Send Email component and drag it in-between the Start and End components.
![SurveySendEmail.png]()
- Double-click on the Send Email component and change the following fields on the Email Contents tab to match the screenshot below:
![SurveyEmailProps.png]()
- For the Html Content field, click the elipsis (...) button and click the Source button at the bottom. Delete all of the text and paste the following text:
<OBJECTSTORAGECONTAINER xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"><SERIALIZATIONVERSIONNUMBER><HTML><HEAD></HEAD> <BODY> <P> <TABLE style="PADDING-BOTTOM: 6px; BACKGROUND-COLOR: #000000; PADDING-LEFT: 6px; PADDING-RIGHT: 6px; PADDING-TOP: 6px" cellSpacing=0 cellPadding=0 width="100%"> <TBODY width="100%"> <TR vAlign=top width="100%"> <TD style="PADDING-LEFT: 10px" noWrap> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px"><SPAN style="COLOR: #f7fbff; FONT-SIZE: x-small; FONT-WEIGHT: normal"><SPAN style="COLOR: #000063; FONT-SIZE: 16pt; FONT-WEIGHT: bold"> </SPAN></SPAN><SPAN style="COLOR: #f7fbff; FONT-SIZE: x-small; FONT-WEIGHT: normal"><STRONG><SPAN style="FONT-SIZE: 14pt">Service Desk<BR></SPAN></STRONG></SPAN><SPAN style="COLOR: #f7fbff; FONT-SIZE: 16pt; FONT-WEIGHT: bold"> Incident Closed</SPAN></P></TD></TR></TBODY></TABLE></P> <DIV class=body><BR>Incident: <A id=92d26d5d-e35e-467c-bdb0-39fb4417dadb contentEditable=true href="mergefield://92d26d5d-e35e-467c-bdb0-39fb4417dadb/" atomicselection="true" unselectable="off">Incident.ProcessId</A> has been closed.<BR><BR>Incident Contact: <A id=5bafc0a4-6a11-4b36-936c-4baf43c68a14 contentEditable=true href="mergefield://5bafc0a4-6a11-4b36-936c-4baf43c68a14/" atomicselection="true" unselectable="off">Incident.AffectedUser</A></DIV> <DIV class=body><BR>Incident Name: <A id=ccd790b2-7811-45f6-a393-9815e1132225 contentEditable=true href="mergefield://ccd790b2-7811-45f6-a393-9815e1132225/" atomicselection="true" unselectable="off">Incident.IncidentName</A></DIV> <DIV class=body><BR>Incident Description: <A id=c911b663-a5e6-46b1-b521-ec0a783de1dd contentEditable=true href="mergefield://c911b663-a5e6-46b1-b521-ec0a783de1dd/" atomicselection="true" unselectable="off">Incident.IncidentDescription</A></DIV> <DIV class=body> </DIV> <DIV class=body>Your incident has been closed. Please click the link below to provide your feedback.</DIV> <DIV class=body> </DIV> <DIV class=body><A id=f60d56af-158d-457c-9a99-4a75d1013772 contentEditable=true href="mergefield://f60d56af-158d-457c-9a99-4a75d1013772/" atomicselection="true" unselectable="off">ProcessViewerPageURL</A></DIV> <DIV class=body> </DIV> <DIV class=body><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="COLOR: #c0c0c0; FONT-SIZE: 8pt">Please do not remove the code below.</SPAN></SPAN></SPAN></DIV> <P style="MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px" class=body><SPAN style="COLOR: #c0c0c0; FONT-SIZE: 8pt">{IID=</SPAN><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="FONT-FAMILY: SymantecSerif-Bold; COLOR: #c0c0c0; FONT-SIZE: 8pt"><A id=a5144b3a-5a33-4652-9aba-4764b40fd124 contentEditable=true href="mergefield://a5144b3a-5a33-4652-9aba-4764b40fd124/" atomicselection="true" unselectable="off">workflowTrackingId</A>}</SPAN></SPAN><SPAN style="FONT-FAMILY: SymantecSerif-Bold"><SPAN style="FONT-FAMILY: SymantecSerif-Bold"></SPAN></SPAN></P></SPAN></SPAN></BODY></HTML> - Click OK. Click the elipsis (...) button again for the Html Content field and you will now see the following:
![SurveyEmailBody.png]()
- Customize this to your liking. You can remove the black bar if you'd like. Just be sure to keep the text in tact that is outlined above in red. This text is for the link that takes the end-user to the survey task and for email monitoring.
- Click the Email Settings tab and change the following fields to match the screenshot below:
![SurveyEmailProps2.png]()
- Click OK until you get back to the main workflow window.
- Publish the workflow to your ServiceDesk server.
Hope this helps!