Common issues

The most common problems and how to fix them. If these don’t resolve it, email support@cio-pulse.com.

Surveys aren’t being sent

Remember that your ITSM sends the survey, not ciopulse — so issues here are almost always in the ITSM configuration:

• Check the closure notification is firing. Confirm your ITSM’s ticket-closure (or resolution) notification is enabled and actually sending for the ticket types you expect.
• Check the survey link is in the template. The ciopulse link must be present in the notification body, with your ITSM’s field tokens filling the {...} placeholders.
• Check your account codes. The &sc= and &cpc= values in the link must match the ones shown under View your URLs in your Portal.
• ServiceNow users: confirm the app’s survey notification workflow is active. See ServiceNow app setup.

Responses aren’t appearing, or aren’t mapped to the right team

• Support Group not mapping. The &rgid= value in the link must exactly match a Support Group Code in your Portal — letters, numbers, hyphens and underscores only, no spaces. A mismatch is the most common cause of unmapped responses. (ServiceNow users: check the support group mapping table.)
• Missing data in reports. Make sure the mandatory parameters &tid= (ticket ID) and &rgid= (Support Group) are always populated by your template.
• A response seems to have disappeared. If the same ticket ID (&tid=) is submitted twice within 30 days, the newer response replaces the older one. This is expected duplicate protection.
• Allow for refresh time. Dashboards refresh about every 15 minutes, and filter values about every 6 hours, so very recent responses may take a few minutes to show.

Low response rates and how to improve them

• Keep the link near the top of the closure email so users see it.
• Embed Question 1 in the email so users can rate in one click — see Other ITSM / survey URL setup.
• Don’t over-survey. Surveying too often leads to fatigue. Aim for no more than once per person every four weeks.
• Tell users it’s coming. A short heads-up from IT that satisfaction surveys are being introduced lifts engagement.

Test data is showing in my reports

Test responses count as real data unless you used &discard on the link. To remove test responses you’ve already submitted, contact support@cio-pulse.com to delete your test data — ideally before you go live.

Sign-in and access problems

• Locked out after failed attempts. After three failed attempts ciopulse adds an increasing delay before each further try. Wait and re-enter your 14-character passphrase carefully.
• 2FA device unavailable. If you can’t receive your second-factor code, email support@cio-pulse.com to restore access.
• A user can’t see a dashboard. Check the access rules on the link — role restrictions, access codes, SSO, or IP ranges may be limiting who can view it. See Account & portal access.

Checking for an outage

If something looks broken platform-wide, check the ciopulse status page at status.cio-pulse.com for any current incidents.

Still stuck? Email support@cio-pulse.com.