Assessment & Survey : Cannot trigger on TASK assignment group

[Clement4]

Hi everyone

We are trying to start using the assessment surveys to improve the way we measure customer satisfaction.

The trigger conditions and email notifications work perfectly fine on INCidents, however we cannot find a way to trigger the survey based on our TASK assignment group. The idea is to trigger the survey when a TASK is closed and only if the TASK is assigned to assignment group example1 or example2.

The way our portal is configured, clients open requests, it creates a requested item (RITM) including one or several TASKS.

Our technicians don't work on the RITM, the RITM assignment group stays empty. They work on TASK and only the TASK assignment group is filled.

We tried to configure the survey trigger conditions on several table (sc_req_item, sc_req, sc_task etc ...) without success.

The only way the survey is triggered is if we fill the RITM (Request Item) assignment group.

We need your help to understand how to trigger this survey on the TASK attributes instead of RITM, or, is it simply not possible ?

Thanks a lot !

[ewj]

You're very close.  Your triggering off of the wrong table.  Switch the trigger table to Catalog Task (sc_task) and you should be good.  Adjust your conditions accordingly.

I demo'd in my pDev.  I created a trigger on sc_task for when state == closed complete.  I created a request, closed the task and confirmed survey went out on that task.