Embedding Emoticon’s/Smiley Survey in Email Notification

[AbhishekGardade]

I have embedded an Emoticon survey in the email notification. An email notification with the embedded survey is sent to the user. The user can answer the survey question in form on Emoticon, Comments and submit the survey from the email client instead of opening the survey in a new browser tab.

I am implemented this solution for one of my projects and they are using this for almost 1 year. Though, this is not the perfect solution, but it’s working fine till now.  

#Configurations needs to be done:

1. Need to create a Survey definition including survey category and an assessment metric, and trigger condition for a survey.
2. Need to create an Email script for configuring clickable Emoticon’s.
3. Need to Create a Notification/ Modify existing notification for resolution.
4. Need to Create a new Inbound action for processing response received from end user.

#How it works:

1. Once you resolve an Incident, a resolution notification will be sent to the Caller with Clickable Emoticons/ Smiley’s embedded in email notification.

         

2. If user clicks on any one of above Emoticon / Smiley, it will trigger a new mail to ServiceNow with predefined format. For example, here I have clicked on 1^st Emoticon/Smiley and you will see email triggered in below format.

         

3. Once ServiceNow receives the email response, with the help of inbound action it will process a response. Inbound action will check the Survey ID and Incident number in order to update the response in Survey tables.

Please do share your suggestions/feedback in order to enhance the solution.

If you find this article as helpful, then please bookmark it or mark it as helpful.

Cheers,

Abhishek Gardade

Update: Added missing attachment files.

[sandeepkumarg]

Hi Abhishek

We have similar requirement on our on-prem ServiceNow instance - Paris release.

I'm unable to find any attachments on this article. Can you help?

[mah1]

I was not able to find the attachments referenced in this post.  I used information included here:

https://developer.servicenow.com/connect.do#!/share/contents/7386609_smiley_survey_in_email_notification?v=1&t=PRODUCT_DETAILS

It references an update set and includes information for the Assessment Metric, Business Rule, Email Scripts, and Inbound Email Actions.

Hope this helps.

[Bch]

Hi Gardade,

Thank you for this wonderful survey approach and solution. Can you please re-attach the emojis i tried the  

(https://glidecenter.com/smiley-survey-using-email-notification-in-servicenow/ it is not working.

Thank you

Bch

[Siva21]

Thanks very much Abhishek! works like a charm 🙂

[Ct111]

This link is not working any other alternatives for smiley?

https://glidecenter.com/smiley-survey-using-email-notification-in-servicenow/

[Ct111]

Thanks  Abhishek you are genius .

If anyone still looking for emoji's I managed to get some of them from this site . Please, use it if required.

https://freepngimg.com/miscellaneous/emoji

download any emoji in PNG format . And then upload it in images table ,and then give the same name as that in notification script .

[Ronak3]

Hi Abhishek,

In the Inbound action, What is the first sys_id mentioned? (The one that starts with question.metric) Is it satisfaction metric sys_id or any other?

[AbhishekGardade]

Hello Ronak,

Sorry for being too late. I was bit busy with office work. I dont have the instance ready with this survey now but. As I rememeber, question.metric is the sys_id of the Survey Question which stores responce of the Emoji Question.

You can find details on the attached excel file.

Thank you,

Abhishek Gardade

[AbhishekGardade]

I am not the owner of the site "https://glidecenter.com/smiley-survey-using-email-notification-in-servicenow/ ". So I can't do anything about it.

[AbhishekGardade]

I am not the owner of the site "https://glidecenter.com/smiley-survey-using-email-notification-in-servicenow/ ". So I can't do anything about it.

Thank you,

Abhishek Gardade

[AbhishekGardade]

I can see the attachments added.

[Sukanya4]

Hi Abhishek,

It works perfectly, but we jst need comments in the email body and rest of Survey number and Inc number and Satisfaction value in the Subject line? how can we retrieve Inc, survey and satisfaction values from subject line? 

Any help would be much appreciated.

Regards,

Sukanya

[Amit31]

Hello Jayesh , How did you fixed this issue. I am facing the same but not able to find the fix. 

Thanks 

[Kurichety]

Hello, could someone send me the email script mentioned in Step2 ? Thank you

[n_16]

Hi Abhishek,

Thanks for this post, this will help more.

I have configured the same. I have uploaded the emogies in servicenow & use the same path in email script. And i can see those emogies in the preview email in the email logs. however those emogis not visible in real time email. please find below screenshots.

[vivedas]

Hi All

I need to create a survey for a customer with 4 questions each having 3 emotions. And I have created under survey designer and also for triggering that I have created a email notification but it's not triggering. Trigger condition I gave under the survey is Incident state changes to Delivered by selecting the Table incident. and under email notification i select assment instance table to capture the incident and survey instance details.  For a perticular domain it's triggering but while creating under global domain it's not triggering. As we have multiple domain so domain restrictions are there so I need only 4 domains to trigger . Even if I mentioned for those domains it's not triggering

Pls help on this..

[trupti4]

Hi,

We are creating an embedded email survey with some mandatory questions. On Submit we get an error if one or more mandatory questions are not answered. Can we modify the error text to mention the reason for this error? 

[Dhivya10]

Hi  

if we click that smilie it was taking to email to put the comments  so Instead of email that it should take to UI page