survey is not triggering

Abhilasha G T
Tera Contributor

‎02-06-2025 09:08 AM

Hi Team,

Created two incidents with 2 different groups,

 

Incident 1 --caller--Abel Tuter

incident assignment group is > Test ITIL GROUP

 

Inciden2 – Requested by --Abel Tuter

incident assignment group is >  Test ITIL GROUP2

 

when the incident state changes to closed, survey is triggering.

 

Survey Repeat Interval= Repeat interval is 7days 

 

current behavior:

For > Incident1 survey triggered as per trigger repeat condition 

 

For > Incident2 survey will not trigger as per trigger repeat condition 

 

 Expected  behavior :

 

If assignment group is   different and caller is same person, then survey should trigger.

 

How to achieve this ?

 

Regards,

Abhilasha G T

 

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1 REPLY 1

Martin Friedel
Mega Sage

‎02-16-2025 05:18 AM - edited ‎02-16-2025 05:20 AM

Hello Abhilasha, I think this is not possible to accomplish by a simple way. You have to customize survey trigger logic:

  1. Open Trigger Condition record in Trigger Conditions table [asmt_condition]
  2. Set Repeat Interval to zero
  3. Note the Trigger Condition Sys ID
  4. Open Business Rule defined in Business Rule (business_rule) field
    trigger.JPG
  5. Check if the business rule's when to run condition is set to after, if not, change it.
  6. Put this code in Script field. Replace my trigger Sys ID (249e70b0875013005d90bba826cb0bbf) by your's noted in step 3

 

function onAfter(current) {
	if (!assessmentForAgAlreadyExist()) {
		(new sn_assessment_core.AssessmentCreation()).conditionTrigger(current, '249e70b0875013005d90bba826cb0bbf');
	} 	
}

function assessmentForAgAlreadyExist() {
	var triggerSysID = '249e70b0875013005d90bba826cb0bbf';
	var assignmentGroup = current.getValue('assignment_group');
	var currentUser = current.getValue(getTriggerCondition(triggerSysID, 'user_field'));
	var assessmentSysID = getTriggerCondition(triggerSysID, 'assessment');

	var assessmentGR = new GlideRecord('asmt_assessment_instance');
	assessmentGR.addQuery('user', currentUser);
	assessmentGR.addQuery('metric_type', assessmentSysID);
	assessmentGR.addQuery('trigger_id.assignment_group', assignmentGroup);
	// Encoded query - created in last 7 days
	assessmentGR.addEncodedQuery('sys_created_onONLast 7 days@javascript:gs.beginningOfLast7Days()@javascript:gs.endOfLast7Days()');
	assessmentGR.query();

	if (assessmentGR.hasNext()) {
		return true;
	} else {
		return false;
	}
}

function getTriggerCondition(triggerSysID, field) {
	var triggerGR = new GlideRecord('asmt_condition');

	if (triggerGR.get(triggerSysID)) {
		return triggerGR.getValue(field);
	}
}

 

Warning: This is a quite volatile customization. If you modify trigger condition record, this Business Rule gets updated and script gets overwritten!

 

If my answer helped you, please mark it as correct and helpful, thank you 👍
Martin

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