Getting incident number in survey response.

[hickoryal]

Goal: Generate charts on incident satisfaction survey results by incident assignment group level.

I am trying to generate a survey for all the incidents closed. Each assignment group wants to view the survey results specific to its group.

For this to happen, I need to capture what incident the survey response is related to:

Option 1:

I designed a survey. I wanted to add a question that gets incident number by default as its answer(read only field). This way, I know what incident this response relates to.

Followed this video: (At 4:24,Darius explained how to add incident number).

https://www.youtube.com/watch?v=puW20-8h9lI&t=275s

Challenge:

I am running Istanbull. I do not find Default Value for a question. So, I could not add incident number here.

Option 2:

Set up a trigger condition to the survey. This way, I can see the incident number in Trigger ID. But the issue with this option is, I am unable to beautify the automatic email sent to caller( not the survey page ).

Challenge:

Cannot customize the email message.

Option 3:

I have setup a good notification email message to trigger the survey using email notifications. Whenever incident is closed, it is sending customized email message with the link to survey.

Challenge:

But, in this option, I do not see Incident Number in TriggerID.

Links I visited before I asked this question:

https://community.servicenow.com/message/1077628#1077628

https://community.servicenow.com/thread/212130

https://community.servicenow.com/thread/255495

Here I presented 3 options with a challenge in each option. Appreciate if anybody can help me with this.

[ruzzty06]

Option   2 is what we do. I don't know why you cannot customize the email message? But you should be able to do that.

[hickoryal]

Rusty,

In option 2:

When I create a trigger, it automatically adds "Auto assessment business rule". In this business rule, it calls below piece of code that is sending emails.

Here is the action in that business rule:

function onAfter(){

(new sn_assessment_core.AssessmentCreation()).conditionTrigger(current, 'ab161b13db528300e907572e5e96193a');

}

Here is the email screenshot.

So, I have setup a notification on asmt_assessment_instance.   Here I was able to add banners and incident number in the subject and the email body. But this process generates two emails ( one by the business rule and the other one by this customized notification)

[hickoryal · Accepted solution]

"Auto assessment business rule" automtically triggers Survey User Invite OOB email notification service.

If you want to customize the notification, edit Survey User Invite to not to be triggered by adding a filter on metric type.

This link has good information about surveys.

https://community.servicenow.com/community/service-automation-platform/blog/2017/07/25/public-survey...