Add Survey Link to Incident Closed Email

alhicks · ‎06-22-2015

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 · ‎06-22-2015

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.

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hoggy12 · ‎04-20-2016

Hi Trevor,

Apologies for responding to such and old post.

I have recently joined a company who use Service Now and I would like to implement something the same as you done with incident feedback and the idea of nice 'buttons' on the email to interact with the survey and having a more structured data capture is just what I am looking for.

I am not sure if you are still running this in your company, but if you would be willing to, I would like to learn how to do this, being a relative Service Now novice (although in IT applications for over 10 years) and not finding it the most intuitive of systems.

Any help you could provide would be extremely appreciated, but if not then not a problem, I shall keep looking.

Thank you in advance.

Mark

TrevorK · ‎04-20-2016

Hey Mark,

I'd be more than happy to help you out. My post from June 23 gives a general overview of how surveys are achieved, but I know there is much more to it than a couple simple changes.

What is your preferred way of continuing this conversation? I think you added me in the site so you are able to direct message me and that. We can do email, phone, message, this forum, whatever works best for you.

Let me know!

hoggy12 · ‎04-26-2016

Thank you Trevor,

I have tried to direct message you but it tells me I cannot as we are not connected.

Thank you for your message and your offer of help. I would very much like to take you up on this if that is still OK.
I would prefer to communicate via email, if that is OK with you. Just a medium I have more access to and pick things up quicker.
I am interested in what you have done here as this is what my director is after and with my small knowledge of Service Now I am finding it difficult to obtain.

If you cannot see my email address on my profile, please let me know and I can send it to you.

Any help you can provide would be very much welcomed and appreciated.

Thank you very much

TrevorK · ‎04-26-2016

I could not see your email address and sent you a message with mine!

TrevorK · ‎06-02-2016

1) Our notifications run off the Assessment table. They are triggered when an assessment record is created and we have two notifications, one for Request and one for Incident. This allowed us to keep the exact same notifications the users were used to, with the exception of the smiley faces at the bottom. Here is what our conditions are:

The Metric Type condition is where we filter based on Incident or Request. So we rely on the triggers inside the Assessment piece to generate the right survey, then we use the survey it triggered to tell us if it's an Incident or Request. There are other ways, we just thought this made the most sense.

2) This part does require some customization, and a little bit of HTML knowledge. What we do is have a link behind each of our smiley faces with a parameter inside. The parameter corresponds to happy/content/sad. We created a new UI Page (you can modify the existing if you like) to accept that parameter, and then we and put that value into the corresponding question through the Load event (in Client Script section). This requires DOM manipulation so you need to be familiar with that because the values in your environment will definitely be different than yours.

Hope that helps!