Add Survey Link to Incident Closed Email

[alhicks]

We're looking at combining our Survey email with our Incident has been closed and our Ritm has been completed, emails.     Our management is wanting 1 email to be sent to the customer and the survey to be included.   So basically, on every closed incident or ritm, our customer would have a link to the survey.

I'm trying to figure out what the survey link should be and will we break something by doing this?    

[Uncle Rob]

Is the survey sent on both Incident and RITM closures?

The trick here will be there's no event besides the Survey creation that will know information about both the Survey and Task being closed.   So one way to provide the illusion of what you want is to send the Survey Creation email to *LOOK* like its the closure notification.

EDIT:   This will only work if you're surveying 100% of the time though.   Otherwise your users aren't going to get hte closure notification at all.

[alhicks]

Yes.   We have Incident and RITM closure emails.     We just want to add a Survey Link to the closure emails, so they'll have the opportunity to do a survey for every Incident or RITM that's closed for them.

[Uncle Rob · Accepted solution]

If you want a survey every time, then simply take all your closure info, and put it into the Survey trigger email instead.   You might have to be a little more creative in dot-walking to the fields that you need, but this is the only way to pull it off.

EDIT:   The reason you can't just add a Survey link to the Incident closure email is that the incident closure email is triggered by an event.   That event is fired by a business rule that only looks for the Incident to be moved to Resolved.   That could be miliseconds or even seconds before the survey is launched, so there's no record for which to form a Survey URL.  

[Andrew Bettcher]

4 years old and still useful and relvant. I had considered this option but it's good to see a consensus.

Thank you.