how does survey work on Requests?

[saint]

Since Request Items do not have assignment groups or are not assigned to individuals per best practices, how will the survey know which group resolved the ticket?

I have a case where the Service Desk wants to report on individual team members’ performance by checking which requests they resolved, based on the assignment of closed RITMs. However, according to best practices, all assignments are made at the task level, not the RITM level. If multiple tasks exist under a single RITM, the RITM cannot have a single assignment value.

[Dr Atul G- LNG]

Hi @saint 

So technically, you want to conduct a survey of the internal team, not the external users. If that’s the case, it can be done as follows:

• Create a report in Servicenow/at sctasl level  to analyze how long an agent took to close each element.

• Check whether the records or notes were fully updated.

• Verify whether the work met the defined SLA.

• Identify if there are any associated or linked records, or if none exist.

[Tanushree Maiti]

You can create a report for the same purpose.

Here are some useful links:

How to create a report on Active ( open) RITM's where all its tasks are closed

Report on all Open RITMS but all the related sctasks are closed

Need to Build a report on Open RITM when all the associated tasks are closed

If still you are looking for Survey:

Solved: Survey Trigger Condition on RITM to send when REQ ... - ServiceNow Community