Assuming you are looking for the incident number for reporting purposes, you should be able to report on the Trigger ID in order to get to the number. Not sure if this would suffice for your reporting needs:
You can get to the Trigger ID by dot walking from the (Assessment) Instance:
The Assigned To field from the incident should be configurable as one of the Related Fields in your survey trigger. Doing so would also allow you to report on the Assigned To without asking your user/customer to input that information.
I have also created Business Rules to populate the data in the Related Fields in the case where the field/data I was interested in was not available to select. This avoids the user/customer having to input the information and prevents them from being able to change the data (whether on purpose or by accident) when they submit the survey.
Why would you want to do this?
The platform provides 4 Related Fields that you can populate with information from the trigger record to record this type of data for reporting purposes. Here's an example from the Trigger Condition configuration:
The reason why was explained: users won't have to type them in themselves. I've received a complaint from a user that she almost didn't fill out the survey for the simple fact that she was forced to retrieve information from the ticket in the email and manually type it in. It was too much work and I'd suspect more users are feeling this way, which could be why we have low response rates.
Yes I've used Related Fields but none of those fields have the Incident#.
When I go into the question itself "Enter the Incident ID", there isn't anywhere to "pull" the exact incident number that triggered the survey in the first place.
There isn't like a script box or anything there.
Also, if I want to use the 'Assigned To' related field of the ticket worked, how do I pull that through to the survey that the user gets?
This is the survey. The first two fields require information that I was able to provide in the email users get that invites them to take the survey, but I can't get the survey to automatically have that info filled in already for them:
Assuming you are looking for the incident number for reporting purposes, you should be able to report on the Trigger ID in order to get to the number. Not sure if this would suffice for your reporting needs:
You can get to the Trigger ID by dot walking from the (Assessment) Instance:
The Assigned To field from the incident should be configurable as one of the Related Fields in your survey trigger. Doing so would also allow you to report on the Assigned To without asking your user/customer to input that information.
I have also created Business Rules to populate the data in the Related Fields in the case where the field/data I was interested in was not available to select. This avoids the user/customer having to input the information and prevents them from being able to change the data (whether on purpose or by accident) when they submit the survey.
