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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TrevorK · ‎06-09-2016

The UI page / client script are over 1000 lines of code and unless your survey features are exactly the same as ours, it will not work. For example, just using a different scale will cause a problem. So providing you the script will cause you more problems if you do not understand the elements I explain above (copied here again):

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.

Sorry, I just cannot lead you down a path where you will have nightmares trying to modify it for your specific scenario. You need to be familiar with the DOM manipulation and basic HTML coding, otherwise you will never get it working in your environment.

Community Alums · ‎05-31-2019

Hi

am new to assessment instance application. could you please send me mail script for how we send a notification of the Assessment Instance table. because i have same requirement we are using same smiley faces.

Uncle Rob · ‎05-31-2019

Go to the Survey Designer. There's an image response type. You just need to upload the selected and unselected images.

Community Alums · ‎05-31-2019

Hi Thanks for your reply,

am asking how to send the Email with emojis(assessment matrics) , i mean how to add emojis in email notifications

TrevorK · ‎06-03-2019

I am not sure if it has been made easier, but the purpose of the mail script is merely to create the href:

var link = new AssessmentUtils().getAssessmentInstanceURL(current.sys_id);
var html ="<table cellpadding='4' width='300px' align='center'><tr>";
html += "<td><a href='" + link + "&sysparm_grade=1'><img src='good.pngx' width='80' height='80'/></a></td>";

Because we are passing in a parameter (sysparm_grade) we had to create a new page to accept the parameter.

I am not sure if anything has changed - this was many years ago - but that's what we had to do to get a client the ability to click an emoticon which then pre-populates the first survey question.