Add Template

• Navigate to the Feedback Templates section under Infraon Automation.

• Click Add Template and choose whether to create a Customer Feedback Template or a Peer Review Template.

Instructions to Add Customer Feedback

Customer Feedback | Basic Details

Label	Action	Description / Example
Basic Details
Feedback Name	Enter a name for the template	e.g., “Incident Feedback”, “Service Satisfaction Survey”
Description	Provide a summary of what this template is for	e.g., “Collects info on how the requester felt about ticket resolution time and support quality.”
Services	Select relevant services from the dropdown.	Choose the service(s) this template will apply to. If needed, add missing services via the Service Catalogue.
Link Expires In (Days)	Set how many days the feedback link remains valid for the requester	Choose a number between 1 and 99 days. E.g., “14 days” to give the requester enough time to respond
Default Star Rating	Choose the initial star rating that the requester sees	e.g., 1 star, 3 stars — so the rating is not blank by default
Rating Criteria	Add the aspects you want rated (drag & drop to reorder)	e.g., “Timeliness”, “Communication”, “Resolution Quality”
Schedule Mode	Select whether the feedback should be sent once or at recurring intervals	Options: Once (single time) or Every (repeat after defined duration)

After entering the details, click Next to proceed.

Instructions to Add Peer Review

Peer Review | Basic Details

Label	Action	Description / Example
Feedback Name *	Enter the name of the peer review template	Example: Default Peer Review, Critical Service Review
Description	Provide a short explanation of the template’s purpose	Example: Used for reviewing incidents related to critical services
Auto Submit After (Days)	Specify after how many days the review should be automatically submitted	Example: 3 – Review will auto-submit after 3 days if not completed
Rule Setup – When	Select conditions that trigger the peer review assignment	Options include Impact Service (e.g., Network Services, Antivirus Service) and Priority (e.g., Critical, High)
Rule Setup – Then Assign To *	Define who the review should be assigned to once conditions are met	Example: Auto Assign Ticket → Creed
Add Rule	Add additional conditions for triggering peer reviews	Example: Add another Impact Service _+_Priority rule combination
Next	Proceed to the next step of form creation.	Takes you to the form design page where review questions/fields are configured

After entering the details, click Next to proceed.

Create Form

This page allows you to design the structure of your feedback form by adding different field types that define what information you want to capture from the requester/ peer.

Create Form | Basic Details

Label	Action	Description
Headings	Drag into the form to add a section heading.	Used to create titles or divide sections in the form for better readability.
Paragraph	Drag into the form to add explanatory text.	Helps provide instructions or context for users filling the form.
Email	Drag into the form to add an email field.	Collects the requester’s email address.
Contact Number	Drag into the form to add a phone number field.	Captures the requester’s contact details.
Text	Drag into the form to add a single-line input.	Used for short responses (e.g., “Your name” or “Ticket ID”).
Star Rating	Drag into the form to add a rating scale (1–5 stars).	Allows users to rate satisfaction, performance, or service quality.
Number	Drag into the form to add a numeric input.	Useful for quantitative responses (e.g., “Resolution time in minutes”).
Dropdown	Drag into the form to add a dropdown list.	Provides a list of predefined options for users to select from.
Text Area	Drag into the form to add a multi-line input.	Ideal for detailed feedback, comments, or suggestions.
Checkbox	Drag into the form to add multiple selectable options.	Let users choose one or more items from a list (e.g., issues faced).
Radio	Drag into the form to add radio buttons.	Enables users to select only one option from a set.
Date	Drag into the form to add a date field.	Allows users to provide a specific date (e.g., incident date).
Date & Time	Drag into the form to add a date & time selector.	Collects both date and time information in one field.
Divider	Drag into the form to insert a visual divider line.	Helps separate sections in the form for better organization.

• Click on the configure option to make changes to a specific catalogue.

• Once done, click “Save” to add the template.

Assign Peer Review

The Peer Review Assignment enables ITSM users to assign specific incidents for review by a designated team or member. Only closed or resolved incidents are systematically evaluated, and organizations can maintain service quality, verify resolutions, and identify opportunities for improvement.

• The Assign Peer Review option is available only when an incident is in one of the following states:

  • Review

  • Resolved

  • Closed

• If a peer review is already assigned to the incident (pending or completed), the option will not be available.

Navigate to the Ticket Module to learn more about peer review assignments. You can assign reviews in two ways: as a single assignment for an individual ticket or through a bulk assignment to manage multiple tickets at once.