How to know if surveys are sent or not

[vanessaheux]

Hello

I created a master survey for my company when an incident is closed.

table : incident

User : requested_for

condition : if Incident State is closed or Assignment group is "P02-VER-IT-SOUTH AMERICA" and requested_for.support is false.

The survey is active.

I close an incident assigned to group P02-VER-IT-SOUTH AMERICA for which the requested_for is not support.

Nothing happens.

I don't see any email sent to the requested for.

I don't get any survey instance.

Nothing can helps me to know why the survey is not sent (if he is not sent).

Do you have any idea why I can't see anyhting ?

Thanks

Vanessa Heux

[Nirosha Uddandi]

any notification is created for this survey.?

[vanessaheux]

No I don't see any notification sent in System logs > Emails

[Paul Curwen]

Let's check the obvious:

System Properties > Email Properties

Is Email Sending enabled?

[Paul Curwen]

If that is OK, check the Trigger Condition:

Survey > Administration > Trigger Conditions

Choose the Trigger for the Survey and check the following:

1. It is Active

2. The Table is correct

3. The User field is a valid User reference field

4. The Conditions are correct 

5. Just for testing, ensure Trigger randomly is switched off

 The full documentation for defining Survey Triggers can be found here: 

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/survey-administration/...

[Ricky S Larsson]

Are you using State or Incident State? Normally it wouldn't matter but there could be customizations making a difference between them