The issue you're encountering with the Incident Satisfaction Survey not being generated for each resolved incident, even when multiple incidents are resolved by the same user, is likely due to the survey configuration settings or business rules that control survey generation. Here's why this happens and how to fix it:
Why Only One Survey is Being Generated
ServiceNow's survey functionality has built-in logic to avoid over-surveying users, which is likely causing the behavior you're seeing. Specifically:
Survey Recurrence Settings:
- ServiceNow often has a built-in rule that prevents multiple surveys from being sent to the same user within a certain time frame. This is usually configured to prevent survey fatigue, so if a user already received a survey for a recent incident, the system won't send another one too soon.
Survey Exclusion Criteria:
- The platform might exclude users who have already received a survey for a specific incident or within a particular timeframe (e.g., 30 days).
Survey Trigger Conditions:
- The business rules or conditions tied to the "Resolved" state may not be firing correctly for consecutive incidents by the same user, or there could be an overriding condition that only allows a survey to be generated once per user.
Solution: Modify Survey Settings and Rules
To ensure that a satisfaction survey is sent for each resolved incident, even if they are for the same user, you will need to adjust the survey configuration and potentially modify any relevant business rules or conditions.
Step-by-Step Fix:
Check the Survey Frequency Settings:
- Navigate to the Survey Definition for the Incident Satisfaction Survey (Survey > View Surveys), and check the Trigger Conditions.
- Look for any options that specify "Limit surveys per user" or "Survey frequency" (e.g., "Send a survey only once in X days").
- If such options are enabled, modify the settings to allow a survey to be sent for each resolved incident, regardless of the time frame or previous surveys.
Adjust Survey Recurrence Settings:
- Go to Survey Properties (Survey > Administration > Properties).
- Review the properties like Survey Recurrence Interval and ensure that it's set to send surveys for each incident, not limited by time or previous surveys.
- Disable any settings that limit surveys based on timeframes or prior responses.
Modify Business Rules:
- Look for the Business Rule or Scripted Trigger that sends the survey when an incident is resolved.
- Check if there are conditions like “Has the user already been surveyed recently?” or "Only send once per user" that might be limiting the survey generation.
- If necessary, create or modify the business rule so that the survey triggers every time the incident is resolved, regardless of whether the user has been surveyed recently.
Test the Changes:
- After making these changes, test the system by resolving multiple incidents for the same user in quick succession to ensure that a survey is sent each time.
Example Business Rule for Survey Trigger:
If you need to modify or create a new business rule to handle the survey trigger more effectively, you can use something like this:
javascript
// Business Rule to Trigger Survey for Every Resolved Incident if (current.state == 'Resolved') { // Ensure survey is sent for every resolved incident var survey = new SNC.Survey(); survey.triggerSurvey('incident_satisfaction_survey', current, current.caller_id); }
This logic ensures that the survey is sent for every resolved incident, even if the same user is involved multiple times.
Conclusion:
The reason you are only seeing one survey is likely due to the default survey recurrence settings, which are preventing multiple surveys from being sent to the same user within a specific time frame. By adjusting the survey configuration, business rules, and recurrence settings, you can ensure that a satisfaction survey is sent each time an incident is resolved, regardless of how many incidents the same user reports.
