Create the Survey Form
A survey can be created as a form to be used on the Submit Page. Information for creating a form can be found in the Manage Forms Help section.

When setting the visibility for the new form, be sure to give visibility to the user group(s) selected for the Unregistered User Options in the General Preferences section.

Survey Questions
The fields added to the form will act as the survey questions.

To add a field/question:

1. Login as Admin and click on the Admin icon
2. Click on the Manage Fields button
3. Click on the Add Field button
4. Select the field type you wish to add and click Continue
5. Enter a short name in the "Label" property of the field to identify the question and enter the full question in the "Field Help" text box. Be sure to set the property "Include in Submit Page" to "Yes". More information about the properties you can set for a field (by type) can can be found in the Field Types & Properties Help section. If you are using Versions 6.0.1 or older, refer to this section.
6. Click OK to save the field

Configure the Submit Page Options
Customize the Submit Page properties to accommodate the survey.

To customize the Submit Page:

1. Login as Admin and click on the Admin icon
2. Click on the Submit Page Options button
3. In the Submit Page Settings section, set the option "Display Field Help" to "Above Each Field", "Below Each Field" or "Instead of Field Labels". This will allow the full question text you entered into the Help Description when creating the field to be displayed for each field. For information on configuring the rest of the properties available, please refer to the Submit Page Help section.
4. Click OK to save your changes

Invite Users to Participate in the Survey
If the survey is being conducted to rate a user's experience related to a ticket or record they filed (e.g. survey is being conducted to evaluate a user's experience with your Support or Help Desk), you can configure email rules to invite users to complete a survey. For example, you can include something like "Please tell us about your experience by filling out a short survey at <URL>" where <URL> is the URL of the Submit Page. You can either include this information in the Operation Description by configuring the email rules or the email common content (perhaps the Introduction or the Signature). For Versions 6.0.1 or older, use these sections instead:
Outgoing Email Rules
Email Common Content

If you are using Versions 6.5.0 or newer, you may wish to automatically fill in some of the information on the Submit Page by including it in the URL you give out to users. For example, let's say you want the PRN (ticket number) to be set automatically when the user browses to the survey form. To do this, you would add this information to the URL saved in the email rule. If the Submit Page URL is http://myServer/development/internet/user_add.asp, then you would configure the email rule to contain the following URL: http://myServer/development/internet/user_add.asp?Text1= (where "Text1" is the API Name for the field you are trying to automatically set on the survey form). Information about how to use "GET" (a query string) to automatically set the fields on the Submit Page can be found in the Submit Page Help section.

Using Reports to Calculate Survey Results
You can use the report options on the Query and Metrics pages to monitor the survey results. The following are some examples of useful reports for surveys:

See a breakdown of how many responses for each possible rating
This calculation is available for pulldown fields configured to collect ratings.

1. Login to Tracker and click on the Metrics icon
2. Click on the Add button to the right of the Saved Charts pulldown
3. Enter a name for the new chart and select whether it is a personal or group chart. If it is a group chart, select the desired group. Click Next to proceed.
4. In the "Calculate the..." section, select the option "number of input records". In the "Perform calculations..." section, select "for every <Pulldown field>" where <Pulldown field> is the field where the ratings were collected. For the rest of the options, refer to the Metrics Help section.
5. Click Add to save the chart
6. The Metrics Page will be displayed with the new chart selected in the Saved Charts pulldown. Click on the Show Chart button to run it.

Calculate the Average Value for "Rating" Type Questions
Calculate the average value for a rating type question using the following steps:

For Integer Fields:

1. Login to Tracker and click on the Metrics icon
2. Click on the Add button to the right of the Saved Charts pulldown
3. Enter a name for the new chart and select whether it is a personal or group chart. If it is a group chart, select the desired group. Click Next to proceed.
4. In the "Calculate the..." section, select the option "average" value of "<Integer field>". For the rest of the options, refer to the Metrics Help section.
5. Click Add to save the chart
6. The Metrics Page will be displayed with the new chart selected in the Saved Charts pulldown. Click on the Show Chart button to run it.

For Pulldown fields

1. Login to Tracker and click on the Query icon
2. Click on the Add button to the right of the Report Layouts pulldown to create a report layout that contains the survey data you wish to include in your report
3. Enter a name, select a type, select a user group (if applicable), select the survey form for "Show Fields in Form" and click Continue. Select any rating fields you configured as well as any other desired fields. More information about creating a saved report layout can be found in the Using Saved Queries and Reports Help section.
4. Click OK to save the report layout
5. Click on the Clear button
6. In the Report Layout field below the Run Query button, select the report layout you created
7. Enter criteria that will return the set of survey records you wish to include in the results. Or, if you want to include all survey responses, simply click on the Run Query button.
8. Click on the Export link in the upper right corner. Save the file.
9. Use Microsoft Excel to open the saved file. Use Excel's calculation functions to calculate the average of any rating type field

Calculate the total number of survey responses
You can create a chart to calculate the total number of survey responses and break them down by any pulldown fields included on the survey using the following steps.

1. Login to Tracker and click on the Metrics icon
2. Click on the Add button to the right of the Saved Charts pulldown
3. Enter a name, select a type, select a group (if applicable), then click Next
4. For "Form" select the form used for surveys. For "Calculate the ...", select "number of records added". If you wish to breakdown the surveys by a particular pulldown field, in the "Perform calculations ..." section, select "for every" and select the desired pulldown. Or, you can choose one of the date based calculation options instead. The "Breakdown calculations ..." can also be used to break the results down by a particular pulldown. Additional details on saving a chart can be found in the Metrics Help section.
5. Click on the Add button to save the chart
6. Click on the Show Chart button to run the chart