How can I trigger survey notification in Case table?

[dalejaurigue11]

Hi All,

I have a requirement to send survey whenever a case gets solved. I have a problem on trigger condition user field. The documentation states that the user field must reference to the sys_user table but none of the fields reference to the sys_user table apart from the User reference field which is empty in our instance. Is there a workaround for this? without the user field entry the notification and survey is not getting triggered. Thanks.

[Community Alums]

Hi @dale11 ,

Here is your solution, just replace HR case table with case table.

https://community.servicenow.com/community?id=community_question&sys_id=adc91f78dbe9f810fb4ae15b8a96...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[dalejaurigue11]

Hi Sandeep,

Thanks for your response. Though my problem is quite different, in Survey Definition selecting trigger condition 'user field' and populating it with consumer the consumer table does not reference to sys_user thus not sending the survey notification to the consumer. There is a field called user which references csm_consumer_user and extends to sys_user, but business is not populating this field at the moment.

[PVSK]

Hi there,

If you are not using any OOTB user reference fields, try populating any one of the field(with the user you want to send the survey) using a script during creation and hide it from the form. When the case is closed, use this hidden user field value to send out the survey.

Cheers!