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It's worth mentioning that Academic Technologies has only been using Remedy since January, 2013.  We are still shaking out our business processes around its use.  Some units of CIT have been using Remedy much longer, and may have other business processes in place.  So, I'm not sure you can generalize beyond tips about the behavior of the Remedy application itself (which in some cases, may have different configurations, and therefore different behaviors, from group to group).

Adding survey requests when resolving a Remedy ticket

Per Benoit McNicoll (6/18/14):

The local Admin (John Curatolo currently in A&S) must configure survey in Remedy:

• Go to Page 14 of your local admin guide (http://www.it.cornell.edu/cms/services/remedy/howto/upload/Remedy-Local-Admin-Guide-2-4-2014-02-03.pdf).

We in ChemIT/ PhysIT then must do some work:

• Bottom of Page 15 talked about the embedded fields you can include in your Qualtrics survey.  All the fields are passed by default, it is just a matter of capturing it on your survey.