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]

So the customer will have an incident AND a request but you only want one survey to fire?  

[rahamathullahmr]

Yes Travers exactly.

[Travers M · Accepted solution]

As stated in the wiki at Survey Management - ServiceNow Wiki

Limit how often a user can take the same survey is available in the new version as well as legacy.   You should be able to set conditions so this does not repeat.   It's also my understanding that a user can not have more than one instance of the same survey open at any given time.

If you could mark answers as helpful or not it may help users that stumble onto this thread in the future.

[rahamathullahmr]

Hi ctomasi ,

Could you please help me out here , if you can tell me other way of implementing the requirement. Your views will be helpful.

Thanks in advance.

[Chuck Tomasi]

Sorry. At this point I don't have any ideas.