Is it possible to trigger a particular survey for (incident/request) tickets for the requested for field.

[rahamathullahmr]

Hi All, I have a requirement from the customer that for all tickets (incident/request ) only one particular survey has to be triggered. I have created the trigger condition as follows: table : task user field : opened by condition : assignment group is service kiosk                                 state is one of (closed complete/incomplete/closed)                                 task type is one of (incident/request) But the problem I am facing is the user field is opened by so if the some other user(requested by) has raised on the behalf of a person(requested for), but survey is getting triggered for   (requested by) instead of (requested for). Your views will be highly appreciated . Thanks in advance. Regards, Rahamath

[Travers M]

You may want to split this up into two separate trigger conditions but use the same survey.   On the incident table you want the requester but on the request table you're looking for requested.for is what it sounds like.   The requester field won't work in this instance if you allow users to request items for other users.

[rahamathullahmr]

So I might not have got what you meant here , but Travers it will be helpful if you can tell me how shall I proceed on this. Thanks in advance.

[Travers M]

Instead of having just one set up under trigger conditions, do two.   One for Incident and one for request.

Incident would be something like

Who-requester

When-resolved (or whatever you want to key on)

and add whatever other key fields

Requests would be

Who -requested.for

When - closed complete

also adding any other key fields.

You can use the same survey for both trigger conditions you set up.   The problem you are describing in the original question is that requested for on the Request table isn't the same as requester on the incident table even though they share a common sounding name.

[rahamathullahmr]

Correct Travers, You identified my point (The problem you are describing in the original question is that requested for on the Request table isn't the same as requester on the incident table even though they share a common sounding name.)  

I will add a bit of constraint here so now if two trigger conditions(on incident and request table) are added so two surveys(one for incident/task) will be trigger but the customer requires only one survey (incident/request) will your solution help out.

Thanks in advance.