How to send a general survey to an end user at the end of each month?

JHughes62
Tera Expert

‎04-04-2023 01:55 AM - edited ‎04-04-2023 02:02 AM

Hi,

 

We are currently in the process of trying to configure a survey.

 

1. As part of this, we would like to send a general survey at the end of each month to all requesters who have submitted a case within the last month.

 

How do we go about configuring this? because we feel with what we have defined so far in the trigger conditions, it will actually send a survey for every case a requester has raised. For example if a requester has raised 20 cases and they are all closed, they would receive a survey/survey notification for each closed case. But what we want is the requester to only receive 1 general survey at the end of each month, with a notification that says something like:

Hi, We can see you have opened a request within the last month. Please follow the link to complete a survey on your experience when raising your requests over the last month"

 

2. Another question we have is - Is it possible to configure so that if the survey is not actioned within 5 days, the survey is deleted. Again, how would we go about this. So far we have set the duration as 5 days, but after 5 days will this automatically clear the survey from the users survey widget in Employee Center

 

I am pretty new to ServiceNow, so any help would be greatly appreciated.

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Teja11
Giga Guru

‎04-04-2023 03:26 AM

To achieve your desired outcome, you can configure a survey distribution in ServiceNow with the following steps:

  1. Create a survey: Go to the Survey application in ServiceNow and create a survey that you want to send out to requesters at the end of each month.

  2. Configure the survey distribution: Navigate to the Survey Distribution module and create a new survey distribution record. In the Distribution tab, set the trigger conditions to be "When a case is closed" and "Requester is not empty". Set the Run frequency to "Monthly" and choose the date and time for the survey to be sent out.

  3. Configure the survey email template: In the Email tab, create a survey email template that you want to send to requesters at the end of each month. In the template, include a message indicating that the survey is a general one for all the cases submitted by the requester in the past month.

  4. Set up the survey widget: In the Survey Widget tab, select the survey that you want to send out and configure the widget settings, including the duration for which the widget should be visible to the requester.

Regarding your second question, you can configure a script to delete the survey response if it is not actioned within 5 days. Here's how you can do that:

  1. Create a business rule: Navigate to the Business Rules module in ServiceNow and create a new business rule with the condition "When a survey response is created".

  2. Configure the business rule script: In the script section of the business rule, write a script to check the status of the survey response. If the status is not "complete" and the response was created more than 5 days ago, then delete the survey response.

 

 

Regards,

Teja

 

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JHughes62
Tera Expert
In response to Teja11

‎04-13-2023 12:14 AM

@Teja11 Thank you for your response, that is much appreciated!

 

I have 2 follow up questions:

 

1. I am struggling to find the  Survey Distribution module you are referring to? 

2. If possible and if you are ok with it, could you please provide me with an example script for the business rule to delete the survey after 5 days, I am new to servicenow and development so my scripting knowledge is very limited.

Thanks again!

 

 

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