How to Send Surveys to External Users in Custom CSM Application?

[Tejohn]

We have implemented survey in a custom CSM application. When cases are closed, the survey is triggered and sent out successfully.

Here’s the setup:

• Cases are created in this application from inbound email actions as well as from the web.
• We have a custom field on the case table to store the requestor’s email address (field type: Email).
• In the survey trigger condition record, the user_field accepts only reference type fields, so we are currently using the Opened by field from the case table instead of requestor’s email address.

The issue:
If the case was created from an external email address, the Opened by field shows Guest User, which has an invalid email address. As a result, the survey cannot be sent to the actual external requestor.

Question:
How can we configure the survey to send to external users using the email stored in our custom field? Is there a way to override the default behavior or use a non-reference email field for survey notifications?

Any suggestions or best practices would be greatly appreciated!

[lauri457]

You can fire an event and pass the email in the event parameters. Also make sure you send the url to the public_survey page with the asmt instance sysid and not the survey definition sysid so that the unauthenticated users have access and your assessment has a valid task reference.