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Questionnaires

Assessment questionnaires are a collection of questions that can be created and presented in the Assessment tab of a request. Rather than having someone assume or apply their perception of the level, the questions can present criteria to make that decision.

How To Access

Assessment questionnaires are defined under the Service Manager configuration.

  1. On the keyboard use the key combination Ctrl+Shift+s.
  2. Search Configuration for Assessment.
  3. In the results list select Assessments.
  4. Select the Assessments tab.

or

  1. Open configuration and select Service Manager from the navigation dropdown.
  2. In the navigation panel locate the section titled Administration.
  3. Select Assessments.
  4. Select the Assessments tab.

Questions

One or more questions can be created for each assessment. Once a question has been created, multiple answers can be defined and will allow the user to select the most suitable answers when running through the assessment.

Answers

Each question requires one or more answers to be created. Answers are presented to a user as a list of single select radio buttons, only allowing one answer to be selected per question. Each answer provides a weight level. This is a value that will be used at the end of the assessment to determine the level to be applied. The weight levels for all the selected answers are totaled up and the thresholds are then used to determine the level.

  • Answer
    Write an answer to the question that you have provided.
  • Weight
    Enter a numerical value that will represent the weight level for this answer.
  • Language
    Translations into other languages can be provided for each answer.
  • Thresholds
    The Thresholds determine which level is set against a request. This is based on an lower and upper limit for each level where the numbers are calculated against the total value of all the weighting level of all the answered questions.

Level

The available levels that have been defined will be available as part of the thresholds. Additional levels can be added from the levels option for both impact and urgency.

Lower Limit

The lower limit specifies that this level will be applied if the total of the weighting from all the answers are above this number but below the upper limit.

Upper Limit

The upper limit specifies that this level will be applied if the total of the weighting from all the answers are below this number but above the lower limit.

Auto-set

Provided that there is more than one answer to one or more questions where a weighting level has been specified, clicking on the Auto-set button will equally divide up the lowest possible limit with the highest possible limit across the different available impact levels. Depending on the number of answers that have been defined with a weight value, the results of an Auto-set may still need to be adjusted so that there is no overlap between levels.

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