Interactive/actionable Surveys in ServiceNow

gaurip · ‎09-19-2019

Hi all,

Here are the steps which I followed :
https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/survey-administration...

Created a Survey in our Dev instance.
Activated plugin - Outlook Actionable Messages
Set up trigger condition
Amended the “Survey User Invite” notification with below code : ${mail_script:include_survey_actionable}
Triggered the survey

Issue :

It is triggering a normal survey, NOT an interactive one. I have also tested with WebMail and still no luck.

Can someone help me?

gaurip · ‎05-21-2020

Hi Jyotsna,

Interactive survey did not work for me.

Below are alternative steps I followed :

- I created a normal survey using Survey Designer.

- Then created a custom email notification with smiley faces(good/bad/neutral - this was our requirement for interactive initial email).

- Redirected users to survey which takes them to service portal page.

- Created a service portal widget, added the widget on the out-of-the-box survey page. Did some server side scripting in the widget as we wanted to save the smiley response in the survey results table depending upon which smiley face user clicks good/bad/neutral.

Hope this example makes sense.

View solution in original post

June1 · ‎10-23-2019

Hi

Any chance you found the solution to this ? I am having the same problem.

Thanks

gaurip · ‎12-17-2019

Hi June,

No, I didn't find any solution. I just created my own custom notification for this and I'm not using the Surveys plugin.

smurphy_bh · ‎12-20-2019

I followed the same steps in my PDI and in the email notification I do see the script with JSON inside for the survey but in Outlook the survey does not show up as expected. I also noticed that emails from our PDI come from the @servicenowdevelopers.com domain. The documentation on how to "Embed a survey within the Outlook email client" has a statement that emails must come from @service-now.com in order for the Outlook connector to work.

I am currently trying to follow the documentation from Outlook to build a custom connector but I am stuck trying to link a configuration page. Is that something that is on the SN instance? My guess is that if I was using a non-PDI instance and the email came from @service-now. Does anyone know how to configure an Outlook connector or what the configuration page is?

smurphy_bh · ‎04-08-2020

Our Personal Developer Instances (PDI) uses @ServiceNowDevelopers but you can override who the email sender is in the advanced settings of a Notification. Changing mail@ServiceNowDevelopers.com to mail@service-now.com worked. I was able to get the Actionable item to show up as expected in Outlook. From my testing this only works on a client version of Outlook and does not work on Outlook.com or in the web. Also, the actionable item will only load the survey when the email address matches the survey users account. Assigning all emails to forward to yours isn't enough for this to work.