I'm Having issue creating survey in Case table. Is there a workaround?

dalejaurigue11 · ‎05-17-2022

Hi, So I have a requirement to send survey to consumers when case gets closed. The issue is that the user field does not trigger email notification to consumer if the field does not reference to sys_user. I tried dot-walking consumer.email, consumer.name to no avail. There is a 'user field' referencing the sys_user but it does not get populated OOB. How can this issue be worked around? Thanks.

Allen Andreas · ‎05-18-2022

Hi,

So the consumer records aren't specifically on the sys_user table...they're on the "csm_consumer_user" table, which is extended from sys_user, but it's not literally the sys_user table.

It's pretty standard for consumer users to be placed there.

So they don't want that?

There's even out of box Consumer Service Satisfaction Survey that would leverage the user field on the consumer record (which the user field is a reference to the consumer user table -- which is extended from sys_user). So this is a common setup.

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Allen Andreas · ‎05-17-2022

Hi,

I'd recommend checking out this support article which includes 2 methods. 1) A public survey option, 2) A non-public survey option. Both...are in the context of "consumers".

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779934

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dalejaurigue11 · ‎05-17-2022

Hi Allen,

Thanks for your input. I have looked into this KB Article but I am having issue in this part (highlighted):

The user field needs a value that references to sys_user table. Using consumer/consumer.name/consumer.email is not triggering the condition because it cannot reference to the sys_user. Hence there is no way to trigger a notification/flow.

dalejaurigue11 · ‎05-17-2022

Hi Allen,

I just have a question on method 1, if this is implemented this way the consumer can take multiple survey from the same link. Is there a way to making users take the survey only once?

Allen Andreas · ‎05-18-2022

Hi @dale11

Due to the nature of the public survey and that specific URL, since the user doesn't have to be authenticated, etc. there isn't anything to track that they filled out the survey previously, so the system can't limit it to just 1 response.

Otherwise, you'd want to utilize option 2, which can limit it to 1 per user.

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