New Survey Management Send After Every Incident

[Shawn Dowler]

I'm running into all sorts of unexpected behavior with the new Survey Management in Eureka. I have a requirement to send a survey after every Incident and to have that Incident tied to the survey. I set it up to have the Incident trigger the survey when it's set to Resolved and I have tried various values for Repeat Interval, including 0 and 1 minute. It would appear that if one Survey has already been created for Incident for a user, then they won't get any more Surveys until they complete the first one. Is there a way around this?

Also, I'm having difficulty with Survey Notifications. I need to create two surveys: one for Incident and one for Service Request. I need them to have different verbiage on the emails. There are more advanced conditions we would also like, but this is the first part I'm having trouble with. I tried adding a condition: "Trigger table is incident" but then the notification never gets sent. I verified the value, so I don't know why it wouldn't work.

Any help would be greatly appreciated.

[giora_tamir]

Currently, what you are asking for (as far as triggered surveys) is not possible. The way the system is designed is to only allow a user to have a single copy of a survey type pending. You can have multiple types of surveys waiting for the user - no problem.

The repeat interval only goes into effect to protect the user from too-frequent surveys, so would not affect this situation.

As for notifications, Look at the "Survey User Invite" email notification. You can duplicate it and add a condition on 'trigger condition'. Just have multiple, separate trigger conditions to trigger your surveys.

[rajs]

This new survey functionality in eureka is not appropriate. If   a user not fill up survey of a particular type he will not receive the survey again.So suppose user   missed to fill a incident closure survey then he will never be able to receive the incident closure survey again. It does not make sense at all. I was trying to use the new survey functionality and was excited about new reporting opportunities.But due to above glitch we have to stick to the old legacy surveys which do not provide very useful reports. Ideally, this particular setting should have been controlled by an property so admins have freedom to set it if required.

[Shawn Dowler]

If it is appropriate for your application, you can set an expiration period for the survey so they will receive the next survey notification, but that could lead to confusion in the results, since a user could click the link in the first notification and think they are leaving feedback for that Task, when in fact the first survey has expired and they are opening the second survey. That could lead to issues if the survey results are attributed to the wrong Assigned to user on a different Task.

We had to do the same thing, ultimately: we are using Legacy surveys for now, but we would like to be able to take advantage of the benefits of new Surveys.

[ryadavalli]

HI Shawan.

Did you get any work around this? I mean if a survey has bee created for a user, he will not be able to get any other survey until he took the earlier one.

Any ideas how to negate this?

Thanks