Send survey once every 30 days if anyone has submitted a request or incident in ServiceNow

[Dan52]

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

[Dave Smith1]

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)?

That's a bit clearer.   Yeah, I can see his point, but I'm guessing it'd be easier to schedule something every 30 days and just check to see for any user activity for the past 30 days - then send out the one survey.

An alternative is to run a daily job that looks for user activity under 1 day where a completed survey (for that user) is also older than 30 days.   This means that each incident/request triggers a survey within a day - unless they've filled one in within the last month.   They'll only get inundated if they've raised lots of tickets but not bothered to respond to any survey... which kinda says more about their attitude to the support service on offer than anything.

Really, you have two criteria here to consider:

• user activity that triggers a survey to fire
• criteria that prevents a user receiving multiple surveys

Clarify that with the manager - including some test cases and scenarios - and the requirements should be a bit clearer to fulfil.

[JHughes62]

@Dan52 - Did you manage to find a solution for this, or the script you used. We have the exact same scenario on our current project.