send survey reminder notification every 2 days for an incident resolved

Community Alums
Not applicable

‎07-21-2023 03:20 AM

Hi,

 

How to send survey reminder notification every 2 days for an incident resolved.

 

7 days is the valid period for the survey. only 2 follow up emails is required.

 

Regards,

Suganya.

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Riya Verma
Kilo Sage
Kilo Sage

‎07-21-2023 03:50 AM

Hi @Community Alums ,

 

Hope you are doing great.

 

To send notification every 2 days, please follow below steps:

Step 1: Create a new Business Rule, "Incident Resolved Survey Reminder."

Step 2: Define the Business Rule Condition

  • Set the condition for the business rule to trigger only when the incident is resolved and within the 7-day survey period.
  • Use GlideDateTime to calculate the time difference between incident resolution and the current time. Ensure it is within the 7-day period.

 

current.state == 6 && current.resolved_at.getGlideObject().getNumericValue() + (7 * 24 * 60 * 60 * 1000) >= GlideDateTime().getNumericValue();

 

Step 3: Define the Business Rule Action - use a script to check the number of follow-up emails already sent and limit it to two.

 

var surveyFollowUpCount = parseInt(current.u_survey_follow_up_count || 0);
if (surveyFollowUpCount < 2) {
  // Send the survey reminder email here using ServiceNow email API
  gs.eventQueue('incident.send_survey_reminder', current, current.number, surveyFollowUpCount + 1);
  current.u_survey_follow_up_count = surveyFollowUpCount + 1;
  current.update();
}

 

Step 4: Create a new Script Include (Optional) containing the logic to send the survey reminder email.

Step 5: Configure Email Notifications

  • Configure the email notification template for the survey reminder.
  • Use the event -- gs.eventQueue() in the business rule action to send the email notification to the incident's caller.

Step 6: Schedule the Business Rule

  • Finally, schedule the business rule to run every 2 days using a Time-based Schedule.
 
Please mark the appropriate response as correct answer and helpful, This may help other community users to follow correct solution.
Regards,
Riya Verma
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Community Alums
Not applicable
In response to Riya Verma

‎07-21-2023 05:10 AM

Hi @Riya Verma 

 

ServiceNow should send survey reminder notification only if the user had not taken survey after first survey triggered when incident resolved. Are the above mentioned steps matches the requirement ? 

 

Regards,

Suganya

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Community Alums
Not applicable
In response to Riya Verma

‎07-24-2023 12:02 AM

Hi @Riya Verma 

Thanks, Till step 3  I have configured. From step 4 to step 6 could  you please describe the configuration with more details.

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