Defect ID:
SW00500888

Summary:
Survey email not being sent in SRM version 9x

Problem Description:
1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE)
SRM 9.0.00 and 9.0.01

2. STEPS TO REPRODUCE:
- Enable surveys and configure SRD to fire off survey
- Set days interval to 0 so all SRs fire off survey
- Create Service Request
- Complete/Resolve the fulfillment record which Completes SR which fires survey email

3. ACTUAL RESULTS:
- No email is generated or sent, new workflow pushes record into NT Process Control but it does not process further

4. EXPECTED RESULTS:
- Survey email is created and sent

5. BUSINESS IMPACT:
High no survey fucntion works if survey is not sent via email as most customers access survey via email URL

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

This is functioning as deigned in 9.x versions.

Starting from 9x survey notifications are run on a new escalation "SRM:SRV:TriggerSurveyNotification" which runs on a 1 hour interval, so it may take up to close to 2hours for survey to be sent. This is as designed in 9x. It was redesigned as prior customers reported they were receiving Survey notification prior to Completed notification.