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

rahamathullahmr · ‎07-18-2016

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 · ‎07-18-2016

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.

View solution in original post

rahamathullahmr · ‎07-18-2016

No problem Chuck . Let me know if you get to know any idea for the implementation. This I felt a odd requirement that a particular survey for all tickets , I am not sure how it will help out in the metric reporting. But customer says I don't care I need it done. Really hard time. Thanks in advance.

Community Alums · ‎04-13-2020

Is this issue still exist?

I have a similar requirement - where I have to trigger a survey for the owner of the the Configuration Item record in cmdb_ci(or any other) table. However, if a survey is already available for the owner(user), unable to create another survey for the same user for the other Configuration item record. In this case for both configuration items, owner is same person/user.

Please let me know if anyone has any idea on how to implement this.

Thanks,

Ranjani