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.

[j1233]

Hi Can u share the Smiley_faces_survey.xml, could not find it in the attached excel.

Thanks.

[AbhishekGardade]

Hey,

You can add any 4 smiley images into system but make sure that same name you need to use it in mail script. I will add a XML soon.

Thanks,

Abhishek

[Chavan AP]

Nice post Abhishek!! I guess lots of questions are available on this. keep it up

[Jayesh Hoondlan]

the above solution does not seem to work, my subject is as follows survey:undefined , can you please help me out.

[AbhishekGardade]

Hello Jayesh,

I guess, its because of your survey is not generated in survey definition. Initially I have faces the same problem. Just check out the survey is created or not. 

Make sure your mail script is correct.

Thanks

[AbhishekGardade]

Have you created a proper survey?

[Jayesh Hoondlan]

Hi I got the survey to work, but now when I reply on the notification, instead of capturing the result, it , creates a new INC, somehow my Inbound action does not seem to work, it does go the my inbound action, but it skips it, and moves onto the Create INC inbound actions.

[AbhishekGardade]

Hello jayesh, How you checked which inbound action is running? Are the available logs are printing?

Thanks,

Abhishek

[Jayesh Hoondlan]

Hi Abhishek,

I can see these logs.

[AbhishekGardade]

Thanks Ajay!!!

[AbhishekGardade]

Are you still facing an issue with it?

Thanks,

Abhishe Gardade

[PR6]

Hi Abhisek

I am new to service Now and trying to implement this solution, can you please throw more light on how can we add smileys using xml? Thank You.

[AbhishekGardade]

Check the attached file to the article.

Thanks,
Abhishek Gardade

[PR6]

Hi Abhishek - Which module does the smiley file has to be attached? Also can it be not any other format like jpg etc.? Thank You.

[Anita Parrott]

Hi 

This is perfect and just what I needed so a big thanks to Abhisek.  I've popped this in to my Dev instance, but I'm getting a problem on the Inbound Action.  

So I get the message skipping "did not create or update asmt_assessment_instance" in the email log.  I've checked the sys_id's in the inbound action and that I have the right table selected.  

Can anyone help?

Thanks in advance.

Anita

[AbhishekGardade]

Hello Anita,

Have you checked if record/ assessment is updated with your response or not?

And about the message skipping "did not create or update asmt_assessment_instance" in the email log. Its expected as we are not doing update to different table and not with the table which we have selected.

Thanks,
Abhishek Gardade

[Anita Parrott]

Hi Abhishek

Thanks for your reply.  I've checked and its not updating the survey response.

[AbhishekGardade]

I guess , One of the out of the box inbound action is running, Check if incidents are getting created or not. After running inbound it stops processing other.

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

[Anita Parrott]

I will check.... I was getting calls created but I moved the priority order around which stopped calls being created.  

Could you clarify for me about the sys_id's for satisfaction and comment and where they should go in the script?  In the doc it says inc.metric however I couldn't find that line in the script, I replaced both sys_id's.  The first with the satisfaction one and the second with the comment one.

[AbhishekGardade]

I will Check and update you with the clarity on it. I will try to provide an update set of the solution.

[Anita Parrott]

Thank you 🙂

[Anita Parrott]

Hi Abhishek

Spent some more time this morning and its working!  I think I'd thought it wasn't working because another inbound action must have been processing the survey but I couldn't see which one, by disabling them all and re-enabling them I got to it by a process of elimination.  Thankfully we don't have many Inbound rules that process New emails.

My last question I hope, is there any reason it generates two surveys or is this just my instance doing something it shouldn't?  I know about the triggers etc and I have disabled all previous triggers and just left the new one.

Thanks again for your help!

Anita

[AbhishekGardade]

Great!!! finally its working for you.

About your question, With above survey setup, I am pretty much sure that it will generate only one survey. For confirmation, I tried with another instance and its generating only once. 

As you said, You might need to check trigger conditions for the survey and their is one out of the box survey as well, Check that as well.

you can bookmark this article so it will be available in your profile, so you can easily find it out.

Thanks,

Abhishek gardadd

[Shreyas Joshi]

Hi Abhishek,

It's a great post. I am trying to implement the exact same scenario by following your docs but I had a few questions.

1) where do I upload the smiley xml file?  where is the "file column" for smiley_faces_survey.xml?

2) How do I raise an incident to test the survey?

I had a workaround. I assigned the survey to an email to test it.

The mailto link was generated after I assigned the survey but after sending the email by choosing an option, the survey response isn't reflected in serviceNow.

[AbhishekGardade]

Hello Shreyas,

1) Where do I upload the smiley xml file?  where is the "file column" for smiley_faces_survey.xml?

Answer : You need to upload it into Images under system UI. As its XML, it will go to respected table 

2) How do I raise an incident to test the survey?

Answer, Survey will trigger after survey resolution.

Apart from it, Check if other inbound action is running or not. 

Thanks,
Abhishek Gardade

[ubaid1]

Hi Abhishek,

I couldn't get this work fully.

Issue1: I note the survey notification email the subject says undefined for the survey.

Issue 2: The response received in service now looks to be processed but I don't think the response has been counted.

Any chance you could help diagnose for me.

[AbhishekGardade]

Hello Ubaid,

Issue 1: Have you configured the survey correctly? If I am not wrong, you are getting survey ID empty.

Issue 2: Once you clear the issue One, then your inbound action will work as expected. Here it may possible that your survey response mail will be processed by the 2 Inbound actions. One which we configured and other OOTB Inbound action Create Incident. 

Thank You!
Abhishek Gardade

[BlakeB]

This has worked great for me! I would like to setup the exact same format but for REQ (sc_request table) tickets when they are completed. Can you confirm if I need an additional trigger condition, email script or what portions of the setup I would need to duplicate to trigger the survey for Requests? Thank you!

[AbhishekGardade]

Hello Blake,

1  You need to set up /configure a trigger condition for RITM Table/ REQ Table based on requirement

2. You need to create an Email script for configuring clickable Emoticon’s.

3. You need to Create a Notification/ Modify existing notification for resolution ON Requested Item Table.

4. You need to Create a new Inbound action for processing response received from end user on Requested Item Table.

Thank You!
Abhishek Gardade
ServiceNow MVP 2020

[Shilpi Sharma2]

Hi Abhishek,

Could you please explain steps mention in Inbound action.

[Amy Treacy]

Hi Abhishek,

Are you able to implement this workaround while simultaneously using Adaptive cards?

TIA

[Sandeep58]

Hi Abhishek , 

I have requirement same as your's but I need to display Survey questions on Email itself . 

Any thoughts on this ?

Thanks,

Sandeep

[Lalit3]

Hi Abhishek,

The Inbound action is skipping , any suggestion on  this .

- lalit

[Ashish Singh7]

Hi  Abhishek,

Brother could you please help me with Email script for configuring clickable Emoticon & Inbound action  which is required .

I have one project and they also have the same requirement to send the survey on resolved notification,like the way you did for one of your project.

Much Appreciate if you help me on this .

Thanks,

Ashish

[AbhishekGardade]

Hello Sandeep,

Survey Questions are available in email notification itself.

Thanks,

Abhishek Gardade

[Ashish Singh7]

Hi Abhishek,

Brother could you please help me with Email script for configuring clickable Emoticon & Inbound action  which is required .

I have one project and they also have the same requirement to send the survey on resolved notification,like the way you did for one of your project.

Much Appreciate if you help me on this .

Thanks,

Ashish

[Ash41]

Hi Abhishek, 

Can you please help me with the update set or XML for above configuration, I have the same requirement. So, it will be greatful.

Regards, 

ASH

[David Reilly]

@Abhishek Gardade Hi Abhishek, the attached documents don't seem to be available anymore, can you share them if possible please?  Thanks in advance 🙂

[Pritam Mangrulk]

Hi All, 

Check below article which explains how to add smileys in the email notification and process it using inbound action:

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

Thanks,

Pritam

[AbhishekGardade]

@Pritam Mangrulkar It seems, we both are thinking in a same way. Even our blog on Survey is almost same except naming. Anyways Nice blog...!!!

[AbhishekGardade]

@David Reilly , Definitely I will share the document with you. If you can provide me your mail address or you can drop me an email on "gardadeabhishek@gmail.com" so I can send you the document.

Alternatively, You can go the the link given by pritam as its almost same configuration.

-Abhishek Gardade 

[David Reilly]

Thanks Abhishek, my email is david.reilly@clientsolutions.com, much appreciated 🙂

[AbhishekGardade]

Thanks David, I will share you soon....

-Abhishek Gardade

[Harpreet Walia]

Hello Abhishek,

Could you also please share document with me? My email address is matileo18@gmail.com

Thanks for your help in advance.

[Deepthi13]

hi @Abhishek Gardade  could you please share me document to mail2radhika977@gmail.com

@Harpreet Walia  have u received document or did u resolve this requirment? if yes kindly suggest me

[Harpreet Walia]

Nope Deepthi .. i havent received the document yet

[AbhishekGardade]

Hello Deepthi,

As per our earlier communication on mail, I already said that I will prepare the document and update set and send it to you.

I hope you understand that, because I do have other priority work. 

Someone already shared the solution on it. have a look on previous comments. Check out this.

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

@Harpreet Walia : I just checked your comment after Deepthi tagged me on this. Sorry for delay in response, I will send on mentioned mail Id.

Thank you,
Abhishek Gardade

[Harpreet Walia]

@Abhishek Gardade : Thanks, appreciate it

[Harpreet Walia]

Hello Anita, 

I have been facing the same issue as of yours wherein unable to capture survey response and getting INCs created. 

Could you please advise on the resolution steps you followed? I did tried to enable/disable all inbound actions however issue still persists.

Additionally, i have requested Abhishek for his advise too and would wait for his inputs too.

[mah1]

Is it possible to get a copy of the XML file for this?  The link mentioned previously (https://glidecenter.com/smiley-survey-using-email-notification-in-servicenow/) does not appear to be a valid option; clicking it returns an account suspended message.

Thank you!