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A VMware Service Manager Customer Survey is not sent after a call is closed

Symptoms

VMware Service Manager does not send a Customer Survey
A Customer Survey is not sent after a call is closed

Resolution

VMware Service Manager is working as designed.

A Customer Survey is not sent if you change the action dates on a closure action or if you have the call open longer than a minute when writing closure comments.

The polling cycle for customer surveys is updated every minute, so if the closure action is pre-dated, then the customer survey polling cycle does not send a survey out for that call.

You can pre-date a closure action by changing the Action Start and Action End times on the call details screen. The full Call History then shows the user-defined date and the actual date.

Additional Information

emc238559

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