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Survey invitation message not editable
Answer ID 9051   |   Last Review Date 12/01/2019

Why is my survey's invitation message not editable after it has been sent?

Environment:

Oracle Service Cloud Feedback, All versions

Resolution:

The configuration setting RNM_MOD_SENT_DOCS controls whether sent documents are editable, including survey invitation messages.  Its default value is 0 (not editable). This setting protects the integrity of results since the design of the invitation message can affect response statistics.

The full description of this setting is available below also available at Configuration  > Site Configuration > Configuration Settings.

RNM_MOD_SENT_DOCS
Specifies whether documents can be edited after having been sent in an outbound email. The accepted values are:

0 - Disable edit of sent documents. Edits cannot be saved to a document that was sent in an outbound email and a message will be displayed asking the staff member to copy the document and edit the copy.

1 - Prompt on edit of sent documents. Edits can be saved to the document and a message will be displayed warning that the document was sent in an outbound email.

2 - No restriction on sent documents. Edits can be saved to the document and staff members will not receive a warning if the document was sent in an outbound email.

Default is 0.

Note: In order to be able to edit the invitation message after a survey has been launched, the survey must first be suspended. You cannot make edits to a survey in a launched state.

If a document is modified after having been sent in an outbound email, you will no longer be able to view the original content of the document in a contact's history. The modified document will display when viewing the outbound email from the Outreach Activities tab of the Contact Console. 

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