--- title: Setting Up Surveys slug: neurons-for-itsm/admin-user-help/enu/latest/setting-up-surveys createdAt: 2026-07-14T19:16:50.630Z --- Customer surveys measure customer satisfaction with the various departments in your organization. Surveys are published over the web, and distributed by email. When opened, they appear in a new browser window. By default, a Service Desk Manager can view survey results within the business layouts. Refer to [Viewing Survey Results](docId\:IfOSlDKeyV2mlHXGL5Zev). Incident and service request survey notifications are generated for every fifth record. This is implemented with the workflow and is controlled by a global constant. For information about when the surveys are sent, refer to [Configuring the Survey Frequency and Sending the Survey](docId\:gQWerUfBiRgkf1Vttzvm8). - [Creating a Survey](docId\:HY8y2upkmCUCFgUUA55NL) - [Adding Survey Questions](docId\:HY8y2upkmCUCFgUUA55NL) - [Question Categories](docId\:HY8y2upkmCUCFgUUA55NL) - [Duplicating a Survey](docId\:HY8y2upkmCUCFgUUA55NL) - [About Modifying a Survey](docId\:HY8y2upkmCUCFgUUA55NL) - [Creating Multiple Surveys](docId\:HY8y2upkmCUCFgUUA55NL) - [Deleting a Survey](docId\:HY8y2upkmCUCFgUUA55NL) - [Configuring the Survey Frequency and Sending the Survey](docId\:gQWerUfBiRgkf1Vttzvm8) - [Using the Score Card](docId\:aKiq_9qFL8un6UwguKbiS) - [Working with the Survey Metric View](docId\:x0GNZH7KHJBCYrV_CkRdv) - [Survey Business Objects](docId\:uEEWoJ9h6v0_Xz27sr4vh) - [Modern Surveys](docId\:HY8y2upkmCUCFgUUA55NL) ## Creating a Survey 1. From the Configuration Console, click **Configuration **>** Communication Templates **>** Surveys** to open the **Surveys** workspace. The survey list appears. 2. Click **Create a new survey**. The **Create Survey** form appears. | **Field** | **Description** | | ------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Survey title | A unique title for the survey. This name is saved as a global constant for use when creating a link in a survey notification email. This name is displayed as a header on each page of the survey. | | Survey type | **on-demand** (The only survey type available in Neurons for ITSM). | | Logo (URL) | Shows your company logo on the survey. Insert the logo local web server path or public URL.
For example, a local survey web server path is ../templates/images/logo.png and a public URL is https\://www\.mycompany.com/logo-small.gif. | | Style | The color style to apply to the survey. | | Description | Optional. A description of the survey. Appears as a tool tip for the survey title on the survey list page. | | Welcome message | Optional. A message to greet the survey taker. Appears on the welcome page of the survey.
If you want users to navigate directly to the survey content when they follow the survey hyperlink, you can disable the Welcome page by removing the Welcome message. | | Thank you message | A message to display when the survey is submitted. If the respondent tries to resubmit a survey, the thank you message appears as a reminder that the survey has been previously submitted. | | Suspend message | The message that appears if the survey is suspended (unpublished). | | Expired on | The survey expiration date. Enter a date or click the calendar. | | Expiration message | The message that appears if the respondent attempts to submit a survey on or after the expiration date. | 3. Click **Save**. The blank survey appears. :::Paragraph{indent="1"} The following command items are available on the survey: ::: | **Command** | **Description** | | ----------------- | ---------------------------------------------------------- | | survey list | Returns to the survey list page. | | copy survey | Duplicates the current survey. | | survey properties | Displays the basic survey properties described above. | | delete survey | Deletes the current survey. This action can not be undone. | | add question | Adds a question to the survey. | | preview | Shows what the user encounters. | ## Adding Survey Questions 1. From the Configuration Console, click **Configuration **>** Communication Templates **>** Surveys** to open the **Surveys** workspace. The survey list appears. 2. To add questions to the survey, click **Add question**. The **Add Question** form appears. 3. Enter information into the fields. | **Fields** | **Description** | | ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Question Type | The question type format. Select from the dropdown list.
**Text**: The respondent can enter a short, one-line answer.
**Essay**: The respondent can enter a long answer; this is essentially a comments field.
**Radio button**: The respondent can only select one answer.
**Checkbox**: The respondent can select multiple answers. | | Question | The survey question. | | Answer Required | Specifies if the user *must* respond to the question. | | Question Category | The question category. Choose from the dropdown list. | | Answers | This field is used for **radio button** or **checkbox** questions.
Enter the response choices in the **Answers** field. Each line in the answer box represents an answer option, so press **Enter** to start a new line for each response. You can have as many answers and associated weights as you want.
For example, for a radio button or checkbox, you can enter:
Excellent \[weight=5]
Very Good \[weight=4]
Good \[weight=3]
Fair \[weight=2]
Poor \[weight=1]
Don't Know/Not Applicable \[weight=5]
Or for a Yes/No or True/False response for a radio button or checkbox, you can enter:
Yes \[weight=1]
No \[weight=0] | | Last answer contains text box | Provides a short answer field as a final response option. For example, this might contain an "other" option or a comment box). | 4. Click **Save**. 5. Repeat these steps to add more questions to the survey. :::Paragraph{indent="1"} The questions appear as you add each one. ::: 6. Click **insert page break** to create a page break between questions. 7. Click **insert question** to place a question between two existing questions. 8. After all questions have been entered and you are ready to publish the survey, go to the survey list and click **Start**. 9. To suspend a survey, click **Stop**. ## Question Categories 1. From the Configuration Console, click **Configuration **>** Communication Templates **>** Surveys** to open the **Surveys** workspace. The survey list appears. 2. Click the **Question Categories** list to add general groupings for use in sorting survey data. 3. Enter question categories in the fields provided, such as **Courtesy** or **Timeliness of Resolution**. These categories are available when adding questions to a survey. If a category is used, it appears in the **Used** list on the **Question Categories** page. :::Paragraph{indent="1"} You cannot delete a question category if it is used on an active survey. ::: 4. To add a category, click **Add**. ## Duplicating a Survey 1. From the Configuration Console, click **Configuration **>** Communication Templates **> **Surveys** to open the **Surveys** workspace. The survey list appears. 2. Click the name of the survey to copy. The survey opens. 3. Click **copy survey** at the top of the page. The **Source survey** field confirms that the survey is being copied. 4. Enter information into the fields. | Field | Description | | ---------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | New survey title | A name for the new survey. | | New survey description | Optional. A description for the new survey. The description appears as a tool tip when you move your mouse over a survey title on the **Survey List** page. | 5. Click **Copy**. The new survey opens. 6. Make changes to the questions and survey properties. 7. Click **Save**. ## About Modifying a Survey You cannot edit a survey after responses have been received for that survey. If you clear the responses, you can then edit the survey. Within the survey page, you can perform the following actions: | Action | Description | | ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Edit | Edits a question on the page; to the right of the question. | | Sort | Changes the order of the questions; to the right of the question. | | Move Up
Move Down | Repositions the order of the questions. | | Remove | Deletes a question from the survey. Click **OK** to confirm. | | Remove Page Break | Removes the page break to the right. | | Add Question | Adds a question to the end of the survey. Click the link at the top of the page.
To add a question to a specific location in the survey, click **Insert Question** at the bottom of each question segment. | | Survey Properties | Edits the survey properties (such as survey type, welcome message, etc.). | | Copy Survey | Copies the open survey. | | Delete Survey | Deletes the open survey. | | Preview | Shows a preview of the open survey. | | Survey List | Returns to the **Survey List** page. | :::hint{type="info"} If the survey has responses, you do not see a **Delete Survey** link. You must first delete the responses from the database by clicking **Clear** on the survey list page. ::: ## Creating Multiple Surveys In certain instances you may need to create more than one survey. For example, two Incident surveys or two Service Request surveys that target different types of users or categories. In these cases use the following process and modify the Global Constant and/or the workflow depending on your requirements: 1. Log in to the application using the Administrator role, and click **Configure Application** to open the Configuration Console. 2. Create a new survey using the steps in [Creating a Survey](docId\:HY8y2upkmCUCFgUUA55NL). Note the **Survey title** since you will need it later. 3. From the Configuration Console click on **Build **>** Global Constants**. Select one of the two following methods to point to the survey in order to send it. ### To Replace an Existing Survey With a New Survey The following example uses the name **New Survey** as the name of the new survey: 1. Edit the **Value** column for the **DefaultSurveyName** to reference the **Survey title** of the new survey. In this instance the new survey (**New Survey**) will *replace* the **Value** of the previous survey within the existing Global Constant. This allows the **DefaultSurveyName** within the **Body** of the workflow template to send the newly created survey. No further changes are required. ### To Run Two Simultaneous Surveys for a Single Business Object This procedure uses the Incident business object as an example. The procedure and example, describes how to run two simultaneous surveys for a business object but you can add more using the same basic procedure. :::hint{type="info"} Use the following procedure only *after* you have created the new survey/s. ::: 1. Create a *new* Global Constant or, create new Global Constants for each new survey. :::Paragraph{indent="1"} Use the **Survey title** of the new surveys in the **Value** field. The **Value** field must match the name of the survey exactly or the survey will not be "linked." Refer to [Creating a Global Constant](docId\:mirDh_rHcg0jeI2i56fMm). ::: 2. Edit the survey workflow for the appropriate business object, in this case the Incident business object, to insert two **If** statements. Each **If** statement will reference one of the 2 surveys. Refer to [Modifying a Workflow](docId\:p4kB1HCF81WNxmoQhBcjs) and [Modifying a Workflow Instance](docId\:uYae8z1XCnBSXJKMAo7E9). :::Paragraph{indent="1"} a. Open the Incident survey workflow, from the Configuration Console go to **Build **>** Business Objects **>** Business Object Incident **>** Workflow**. ::: :::Paragraph{indent="1"} b. Click **Incident Survey** from the list. ::: :::Paragraph{indent="2"} If the workflow has a lock icon, you may not be able to edit it. In which case, create a new workflow and duplicate the information in the Notification block for the new workflow. ::: :::Paragraph{indent="1"} c. At the **Workflows\:Incident Survey** page scroll to the **Actions** column on the right and click the icon to edit the workflow. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/yOwMLewyf7Jh4cJ7j1Crw_edit-old.png" size="10" isUploading="false" initialPath="../../Resources/Images/buttons/edit-old.png" githubPath="Content/Resources/Images/buttons/edit-old.png" width="16" height="16" showCaption="false" darkWidth="16" darkHeight="16"} 3. From the left pane select **Blocks **> **Controls **>** If** and drag the control onto the workflow grid. If you are creating two surveys drag two **If **statement blocks onto the grid. 4. Double-click on an **If** block to open the **If Block Properties** dialog, and enter information as follows: | **Item** | **Description** | | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Title | Enter a title appropriate to the survey recipients, such as **Incident Software Users Survey**. | | And/Or | Select an appropriate operator.
For this example select the **And** operator. In other instances based on your requirements the **Or** operator may be more appropriate. | | Field | Select a parameter from the list for field appropriate or the users receiving the survey. | | Operator | Select from the list. For this example select Equal To. | | Value | Enter a Value.
You may need to evaluate which fields in the Incident business object you want to use in order to trigger the survey.
For example, to send the survey only to users who have filed an incident about software or desktop issues you may want to select Software Request from the Category picklist or Desktop Service from ActualService. For this example, enter a value from the Category pick list such as Software Request, or an item from the ActualService value pick list such as Data Service or Email Service. | 5. Edit the second **If** block to contain information about the second survey. 6. Connect each **If** block to a notification block. The configuration should contain "if/then" constraints as seen in the following graphic: *Workflow for Running Simultaneous Surveys* ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/swtdHiQGKAxoKXHlJf0Hu_surveyworkflowmultiple.png" alt="Workflow for running two simultaneous surveys for a single business object." position="flex-start" size="40" initialPath="../../Resources/Images/help-images/survey_workflow_multiple.png" githubPath="Content/Resources/Images/help-images/survey_workflow_multiple.png" showCaption="false" width="941" height="331" darkWidth="941" darkHeight="331" indent="1"} 7. Edit the **Notification** blocks to ensure that the correct survey link appears within each notification email. In the template edit DefaultSurveyName to have the correct survey name. 8. Validate the workflow and click **Save** when you are done. ## Deleting a Survey You cannot delete a survey that has responses. When you delete a survey from the database, all data related to that survey is also deleted. 1. From the Configuration Console, click **Configuration **>** Communication Templates **>** Surveys** to open the **Surveys** workspace. The survey list appears. 2. Click the name of the survey to delete. The survey opens. 3. Click **Delete Survey** at the top of the page. 4. Click **OK** to confirm the deletion. ## Modern Surveys Modern Surveys are the new-generation-based customer surveys that you can create with the new look. There are new capabilities in Modern Surveys such as new question types, ratings, templates, and an updated designer for building surveys. To learn more, refer to [Modern Surveys](docId\:JGKnrH8ad1Fti-9Urk0wG).