How can I trigger and assessment on an assessable record itself?

Julian Hoch · ‎11-25-2015

We have an assessment that should be triggered when an Requested Item is completed. The assessable record in this case should be the Requested Item itself. On the Trigger Condition record, I have to specify a "assessable record field". How can I make the assessable record the requested item itself and not have to select a field on the Requested Item?

I workaround would be to create a new field on requested item that always links to itself, but that seems stupid.

TrevorK · ‎11-30-2015

This is what I am going off of:

Survey Management release notes

Users can receive multiple survey instances for the same survey even if they have a pending survey in the ready to takestate.

To enable the user to determine which incident the survey/assessment instance is associated with, the system adds a link to the incident on the survey/assessment page. The link also appears on the card for the survey/assessment on the My Assessments and Surveys page.

I interpret that to mean the previous limitation of one survey per user is gone because the challenge was that the "Incident Resolved" survey was the same survey, so it would only queue up one for the user (rather than 13 if they closed 13 Incidents) - and that this is a feature for Survey Management (not Legacy Survey). If you have a Geneva instance and this does not work it might be a good issue to raise with HI.

View solution in original post

TrevorK · ‎11-26-2015

We currently use assessments on both Incident and RITM.

What it sounds like the difference is between our setups is that we are using the survey metric type for our assessment. When you use the Survey metric type you do not have to use the "assessable record field". Have you explored what the different metric types are and whether survey may be appropriate for what you are trying to do instead of assessment?

Julian Hoch · ‎11-27-2015

We tried it at first with surveys, but found out that we cannot use them since a user can have only one active survey assigned at a time. If a user has several Items he should assess, this is not possible with classic surveys.

TrevorK · ‎11-27-2015

We had the same issue - what we end up doing is a slight customization that assigns the survey to a temporary user that has no surveys assigned to them, then assign it back to the user (using a business rule). Works pretty good. We use assessments with a metric type of survey, not legacy surveys (those are two different things but both have the same limitation).

Now, the frustrating part is that we have been doing this since January after putting in the time to get it working and the rumour is that it will be fixed in Geneva. I am not sure of your timeline to upgrade, but perhaps you would be better off waiting until you upgrade to Geneva rather than develop a process that is more of a customization/hack, when Geneva will have the exact process you want developed. With us we had no idea this was going to be fixed - and a year would have been a long time to wait. But for you, maybe the short wait will be worth it?

I would recommend talking to your ServiceNow technical rep and see if they can shed some light on this. Geneva will be made public shortly and they should have access to it to help figure out if indeed this is fixed and then you can determine if it's worth your time to customize, knowing it is fixed.

Julian Hoch · ‎11-30-2015

Hmm I just tested it on a Geneva instance, still does not seem to work. But I'll investigate further.