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!

[Vaniyaa]

Hi,
Did anyone found solution on the above scenario

[akkkiii95]

Hey Vaniyaa,

I just created a new notification for the survey and deactivated the OOTB one.

thanks

[Vaniyaa]

Hi akkkiii95,
Thank you for your quick response, the issue is that when we raise a request for new user then survey notification is getting triggered but if I raise a request for a same user once again then survey notification is not getting triggered.

Thanks