How to trigger survey for logged in user?

[Raghav22]

Hi, 

I want to create survey and it will trigger when the RITM state is close complete which i have done. Now, here i want to send notification to logged in user in which it contains emoji's you can refer in attachment. If user clicks on any emoji a mail will sent to ServiceNow with some feedback.

Can anyone assist how to create this.

[oharel]

Hi,

I think your request is covered in here  ( @AbhishekGardade )

Embedding Emoticon’s/Smiley Survey in Email Notifi... - ServiceNow Community

It has both the configuration that needs to be done and an explanation as to how it works.

Thanks

harel

[Raghav22]

Yes, i went through that post. But, in that i dont know how to create a Survey definition including survey category and an assessment metric and also how to create an Email script for configuring emoji. I have only created trigger condition.

Could you help me to that.

Thanks

[oharel]

Attached a PDF with the steps.

A few things to note:

1. Go over @AbhishekGardade 's solution. It is a good one in my opinion. He has an update set that you can import into a personal dev and analyze the solution in detail. The attached is basically what he did with a little more explanation.

2. The scripts I added to the PDF are copyable and are based on Abhishek's solution. This means that they are the same or very similar, with a few omissions - for instance, the number of choices in the inbound action or the notification script.

3. Once implemented, I have no doubt you will need to troubleshoot, but that's the best way to learn this stuff. 

Basically, what happens is:

Incident is resolved

The survey trigger conditions create an assessment in the background

A notification is sent to the user

The user replies by clicking on one of the smiley faces

The email is received

The inbound action processes the reply and updates the assessment

Hope it helps

harel