Send survey once every 30 days if anyone has submitted a request or incident in ServiceNow
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11-06-2017 09:02 AM
Hello,
I am running Istanbul and am looking to send a survey once every 30 days (or once a month, if that's easier) to anyone that has submitted a request or incident. What I'm trying to do is create a Scheduled Job that would send out a notification with the link to the survey in it. I think I need put a script in the Scheduled Job but, unfortunately, I don't know what it needs to look like. Any help would be appreciated.
Thanks,
Dan
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Scripting and Coding
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11-07-2017 12:44 AM
this is how it looks like for me.
1. query active users, or if there is a last login, etc.
2. check if there is request/incident for that user.
3. create a survey instance of your survey for that user.
4. send the notification to the user with the link.
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11-07-2017 07:23 AM
Do you do this with a script? If so, can you share?
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11-07-2017 01:40 AM
I am running Istanbul and am looking to send a survey once every 30 days (or once a month, if that's easier) to anyone that has submitted a request or incident.
Just a query... why so long a wait?
I often receive surveys saying "last month you stayed in ${hotel} - tell us about your stay..." and by that point I've pretty much forgotten about it. If you trigger them a day or two after the incident is resolved of request is fulfilled, you may get more accurate information.
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11-07-2017 07:30 AM
My manager wants to survey every 30 days because he doesn't want to inundate users with surveys. He's worried that they won't respond to them if they get multiple surveys over the month. I think his goal is to basically say "We saw that you used ServiceNow this month, how was your experience?" as opposed to "We closed out this Request/Incident for you, how did we do on this Request/Incident specifically?". Perhaps there is a way to send the survey one or two days after the initial Incident\Request but make sure those aren't triggered less than 30 days apart? If so, would you have an idea of what the script should look like (or how to set it up an alternate way)?
