Linking Surveys with Incidents

[Dubz]

Hi All,

I can't figure out how to link my survey with the Incident it was generated from. I've read various other articles on the community but nothing is helping.

All i have is a trigger condition and an auto assessment business rule running on the Incident table. Do i need to modify that business rule to glide into the asmt_assessment_instance table and add a reference to the incident there? The current script just says this:

function onAfter(){

(new sn_assessment_core.AssessmentCreation()).conditionTrigger(current, '519940bddbe032005bf3b6bffe9619d3');

}

[Jaspal Singh]

Hi David,

If you are having it triggered from system directly then you can refer "asmt_assessment_instance" table that has the trigger ID as required.

If survey is not being created by triggering conditions that I would suggest you to refer link Trigger ID is missing on Survey assessment instances   as I have the same question which is not yet answered.

[Dubz]

Thanks Jaspal, so if i understand that thread correctly, when users click the survey link in the email it creates a new survey instance for them to complete that has no trigger condition and it is only by accessing the survey record from the navpage that the triggered survey instance is completed?

That seems like a pretty major oversight if that's the case?!

[ashep99]

If these survey's are for CSAT, we are looking at happysignals which tried to record user happiness rather than anything. I know it doesn't solve your issue but it is another avenue we are looking at. I wrote about in a blog post :

https://itilbegood.com/2017/07/19/happy-signals-is-your-service-like-a-water-melon/

[ashep99]

they are also quite cheap as a solution.