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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Community Alums · ‎06-08-2019

hi Trevork,

Thanks for reply where can i add the above script,if i add in mail script it throws an error.

Shall i add in notification under what it will contain?

my requirement is after closing the incident, user get the emails with contains emojis( satisfied or satisfied good or bad).

Could you tell me ASAP

TrevorK · ‎06-10-2019

You need to:

a) Run a notification off the Assessment Instance table. This works off of your trigger on the assessment so that, when a survey is triggered, your assessment email is sent. Your condition on the notification will obviously limit this.
b) Create a mail script similar to above so that you can dynamically pass through the URL for the specific survey. This mail script is referenced in your notification.
c) Clone the survey page itself so that it accepts the parameters you are passing into it from the notification / mail script.

Essentially the user closes an incident, it triggers an assessment, a notification is sent off containing a set of emoji's / links, the user clicks the emoji and their answer is pre-populated in the survey. The user then answers further questions or clicks submit (if you only ever had one question you could develop the assessment / page to just say "Thanks").

Community Alums · ‎06-11-2019

Hey

Thanks a lot

Sorry am in middle of the requirement what am asking when user submit the survey on portals under my survey we want notification with survey responses.

TrevorK · ‎06-11-2019

I am sorry, I do not quite understand your requirements.

You have the user submitting a survey within a Service Portal site. After they submit a survey you want a notification to be emailed to them with emoji's to click on and submit another survey with how happy they were?

Community Alums · ‎06-11-2019

Yes Trevork now you understood my requirement