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 · ‎06-11-2019

Yes Trevork now you understood my requirement . Please Suggest me what we have to do for that? it's an urgent delivery

TrevorK · ‎06-11-2019

a) Create your portal page with the survey widget.
b) Create your initial survey - this is the one they first submit

I assume you have (a) and (b). Therefore:

c) Create the happy face survey itself.
d) Create the triggers off of the assessment instance table. Have your trigger conditions look for that specific type of survey being complete (from step (b) above). This should trigger the "happy face" survey in (c).
e) Clone the out of box survey page. Accept parameters for the happy faces and populate the questions.
f) Create an email notification that goes out when this type of "happy face" survey is triggered. This will contain your custom mail script to populate the happy faces and the links behind each (based on the custom survey page in (e) above - the link needs to point to this page you created). The link will also contain the parameter to pass in that indicates which emoji the person clicked.

That's it. It's not overly complicated, the only challenge is that you'll obviously have to create a custom survey page in step (e) so that you can accept the parameters (happy, content, sad, etc.). However if you clone the existing page it's straight forward.

It would be tempting to just create the "happy faces survey" as a portal page and bypass survey altogether. However you lose all the features of survey, such as being within the "My Surveys" link. So at this point I would skip it myself but it's an option.

What you are asking for is the same as what I have outlined in this thread; the sole difference is that your trigger is a successfully completed assessment and not a closed incident or request.

Community Alums · ‎06-11-2019

hi, I did all like what ever you told on above creation portal survey and survey type, matrics questions ,trigger conditions e. t. c. What am asking how to write the mail script(i know) with the user responses from portal I think you told in point E and F. Give me reference script

rajarshi · ‎10-28-2016

Hi Andrea,

Everything is working fine in Survey email but whenever I am clicking on RITM LINK (click here to view the request : LINK ) within the same email for the first time it is not responding(The page you are looking for could not be found) but while clicking 2nd time on RITM LINK it works. Could you please help with this issue.

alhicks · ‎12-12-2016

Hello Rajarshi,

I'm so sorry about the delay. Seems like we had the same problem and for some reason the message html was setting the link to <div><a href="/${event.parm2}">Click here to take the survey</a></div>

So, we changed the email notification to message instead of message html and changed the link to

<a href =${event.parm2}>Click here to take the survey</a>

Basically, taking out the / in front of the $.