We have installed the plugin for 'Outlook Actionable Messages', also have checked the checkbox 'Send Notifications' and 'Outlook Actionable Messages' in survey. Have added the mail script 'include_survey_actionable' in 'Survey user Invite' Notification. Still when this notification gets triggered the body appears to be blank. There appears to be no actionable survey options on email. Also have used only choice and string values in Survey Design. I have gone through the release notes for 'Outlook Actionable Messages' , n have configured as per the document. Can anybody help, am i missing something in the configuration?
You can try this out : KB0829137. This might address your problem.
If not, have you followed below steps? You can just cross-check if you have followed all steps below:
1: Install OAM plugin.
2: Plugin will create a record with name 'Outlook Actionable' in 'Application Registries'. You need to update the 'Client id' with your instance name. Please note token might be missing there so you might need to update 'Client id' from backend script keeping token id as it is. This is to establish connection between your outlook and Servicenow Instance so when we click on submit it will complete the survey.
3: Now open the survey that you want to configure. There we need to update 2 fields 'Send notification' and 'Outlook Actionable Message' as checked. Please note: field 'Outlook Actionable Message' (created with plugin) might not be available directly in form you may need to add it in the form or update this via list view.
4: Updating field 'Outlook Actionable Message' as checked is critical. That time it will validate whether specific survey is eligible for the actionable message or not. Below are the limitations for Questions as per ServiceNow.
-
- Attachment
- Date
- Datetime
- Template
- Reference
- Image Scale
- Ranking
- Dependant questions are not supported.
- Signature is not supported.
- Mandatory questions are supported.
5: Now we need to make sure that my email which generally gets triggered for my survey is configured for actionable message. Whatever is the email body just add '${mail_script:include_survey_actionable}' at the end. This is the OOB script which comes with OAM plugin.
Now we are all set. Whenever survey mail is triggered it will override the existing content with actionable survey message. Note: There is another limitation with this we cannot add our own company branding and email content along with survey card. It will just send plain survey with Intro and Question to it.
