How to create surveys for non logged in users for inherited tables?

[Navaneeth1]

I have a custom-scoped application that inherits from the global incident management table. I would like to create a survey for users when an incident is closed on the table for the custom application. I intend to send this survey out through email but it should be filled by public users i.e. non-registered or users that can't log into the instance. 

Is this possible on ServiceNow? If so, then how?

[Shaqeel]

Hi @Navaneeth1 

ServiceNow does not support public surveys out of the box. You will need to create a public-facing page that can display the survey. This can be done using Service Portal or a custom UI Page.

Creating a survey for users when an incident is closed and sending it through email to be filled by public users in ServiceNow involves several steps. Here's a summary:

1. Create a Survey: Navigate to Surveys > Create New. Fill in the necessary details and questions you want to ask in the survey.

2. Create a Notification: Navigate to System Notification > Email > Notifications. Create a new notification that triggers when an incident is closed. In the message body, include a link to the survey.


3. Create a Scripted REST API: This API will be used to submit the survey responses back to ServiceNow. The API should be designed to create a new survey instance and populate the answers.

4. Modify the Survey Link in the Notification: The link in the notification should point to the public survey page you created. The survey instance sys_id should be passed as a parameter in the URL.

7. Handle Survey Submission: On the public survey page, when the survey is submitted, make a call to the Scripted REST API to submit the responses.

8. Test the Process: Finally, test the process by closing an incident and checking if the survey email is sent and the responses are recorded correctly.

Mark Helpful/Solution 🙂

Regards

Shaqeel