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Question on Survey

Community Alums
Not applicable

Hi There,

 

I have a question on Request  Survey,

 

When Request is closed at that time Req closed notification will send to Caller, and that notification contains, one survey to take.

and if user is not fill the Survey, at that time he should receive one reminder to fill the Survey after close of the Request.

 

But In my case, Caller has submitted the Survey for the first time, but he received the Reminder email, and the Survey State is Still Showing 'Ready to Take', and again the caller filled the same Survey for Second time, but still the state is showing Ready to take.

 

So can Someone please help me how can solve this..

 

PriyaSm_0-1699283910415.png

 

the Above snap shot is, caller already filled the survey but still the state is Ready to Take.

 

 

Thanks,

Priya

3 REPLIES 3

OlaN
Giga Sage
Giga Sage

Hi,

In your question you speak of surveys in regards to the closing of an Incident.

But the screen shot is showing a Requested Item record. Is the issue simply you are looking/working at the wrong table?

Community Alums
Not applicable

Hello Olan, 

 

Sorry for that,

But We have Same Survey For INC And REQ, it is happening for Both Incident Survey as well Request Survey.

It sounds like you are generating a new survey with each reminder email. check if they point to the same record or not.