Incident Survey notification not getting triggered

[Amelie G]

Hello,

I'm aware there are many posts about this but I can't seem to find a solution to something that a lot of users are experiencing.

I have created a survey in Dev - it's active, published, send notifications ticked.

I have a trigger condition on the Incident table (repeat interval set to 0, probability 100%) with the condition: State changes to Resolved

Incident Survey notification on the Incident table configured in different ways (tried both):

either Send When: Record inserted or updated with the condition for State to be Resolved and Send to: caller_id

either Send When: Event is fired with incident.send_survey or task.send_survey selected.

The survey gets triggered when the incident is resolved as I can see it under Survey Instances, but the notification is not sent to the user. The user is active, has notifications on, a set email address. I'm not sure why it doesn't work, any ideas what else I can check/configure? Does this work for anyone at all? I've tried it on my PDI too and no luck whatsoever.

Thanks!

[Shane41]

Hi Amelie,

When you say you created the survey in Dev instance, is email sending switched on for the instance?

By default email sending is switched off for non-production instances.

Can you see the survey email in the outbox of the instance?

Kind Regards,

Shane

[Neha Deshpande1]

Hi Shane41,

I have checked for resolution provided by you. But no luck!

It is working for me when I remove condition from Incident Survey Notification. Can you provide some more help on this?

Thanks in advance!

Regards,

Neha 

[Neha Deshpande1]

Hi Amelie,

I am also facing the same issue. Is your issue is resolved?

Thanks!

Regards,

Neha Deshpande

[akkkiii95]

Hey,

I am also facing the same issue. The notifications are not triggered even after instances are created as well as the respected event is fired. Please let me know if you were able to resolve this.