How can we improve the SMA (K1000)?

Hide Survey results from technician/owner

Currently our technicians can see the results of satisfaction surveys. This has lead to an incident of retaliation for a low score and we fear it could happen again. Allowing only admins to view the results (controlled through a check box) would make this function much better and hopefuly lead to better/more honest feedback.

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Keith Pratt shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

5 comments

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  • Anonymous commented  ·   ·  Flag as inappropriate

    This has recently become an issue for our agency as well. Has this been given any consideration? We need to create an avenue through which our end users can aide us in improving the service that we provide to them without fear or retaliation.

    I agree with Sandi that configuring it by label would be ideal because all of our technicians are admins within the console as well.

  • Jerry Derby commented  ·   ·  Flag as inappropriate

    If we cannot restrict the access to the results to the managers, then the managers cannot use the results due to HR rules. We'd very much like the feature to limit access to the results to a specified list, much the way I can define a list of approvers for a queue, I'd like a list of those who can review survey results.

  • Deb Enockson commented  ·   ·  Flag as inappropriate

    I was just requested by our IT Manager to allow only him to see the survey results on the tickets and in reporting. I see from these messages that it is not possible at this time, but would like to add my voice to the request for this. By label or user would be great as all our technicians are admins on the KACE products.

  • Allan A. Ackerson commented  ·   ·  Flag as inappropriate

    In addition, some of our techs have found that if you re-open the ticket, it will clear out the survey results; is there some way to prevent this?

  • Sandi commented  ·   ·  Flag as inappropriate

    Since all our technicians are admins in the K1000 I would like to see the ability to either limit the view either by label or user. We don't use the survey because everyone can see these and it has caused problems among our student workers especially.

    Having everyone be able to see all surveys is not good for moral especially if you have a technician that has to keep dealing with the same frequent flyer client.

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