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.

[a116170]

Here's some more detail:

Since I can't give you the code, I've broken it down to puesdo code with enough key details that you should be able to reconstruct.

The Trigger Condition Table record is key in that it gives you pathways to all the records you need.

global vars:

-Sys id of trigger condition record (passed into addAssessment())

-Trigger condition record (set by getTriggerRecord(). This is needed in all functions except RecordHasSurvey())

-Sys id of assessment instance group (set by createAssessmentGroup())

-Sys id of assessment instance (set by createAssessmentInstance())

function: addAssessment

-parameters: sys_id of trigger condition record

-return:nothing

-call Trigger condition record getTriggerRecord().

if current incident does not have this same type of assessment associated to it:

-create assessment group then

-create assessment instance then

-create assessment instance questions

function: getTriggerRecord

-parameter: sys_id of trigger condition record

-return:nothing

-get trigger condition record and set global var

function:createAssessmentGroup

-parameters: nothing

-return:nothing

-uses:Trigger condition record

-uses:Sys id of assessment instance group

-create new assessment group instance

-set assessment type in new record

-set global var to sysid of new record

function:createAssessmentInstance

-parameters: nothing

-return:nothing

-uses:Sys id of trigger condition record

-uses:Trigger condition record

-uses:Sys id of assessment instance group

-create new assessment instance

-set all values relevant to your assessment record

-set global var to sysid of new record

function:createAssessmentInstanceQuestion

-parameters: nothing

-return:nothing

-uses:Sys id of assessment instance

-uses:Trigger condition record

-for each Metric Category associated to a specific Survey Definition, get each Assessment Metric,create a new assessment instance question and set values.

function:RecordHasSurvey

-parameters: incident sysid,asmt_metric_type

-return:boolean

-does incident sysid already exsist in assessment instance table with this type?

[ryadavalli]

Yes we can have different emails. You need to change the condition on the "when to send " in the email notifications.

There is a parameter called   "Metric type.name". Make this parameter equal to the survey definition (which will be different for incident, service request etc)