Sending an assessment to the Caller when the incident is closed

[prudhvig]

Hi,

I am trying to send out a survey upon closure of an incident to the Caller but no more than 1 per 30 days. When the caller fills out the survey and submits it, that feedback should be notified to two email distribution groups of our organization.

For this, I have created an assessment and added questions and choices to that which is as below:

Then, I clicked on a Related link "Migrate to Assessment" which is not being shown now as I have already completed doing that.

Next, I created a Trigger condition which looks like below :

In the above trigger condition, I have the User field as "Caller" as I have send the notification to him. Repeat interval is 30 days as I want the same caller to receive a notification once a month, no matter how many incidents he has closed. When i created this Trigger condition, an After Insert/Update Business rule has been created automatically which looks like the following:

I have done till here, but not sure how to proceed forward. Do I need to modify this business rule? If so, how?

My final goal is the survey has be sent as a notification to the Caller and when he submits it, the feedback has to be sent to xyzabc@gmail.com.

Please help. Thanks in advance.

[Nia McCash · Accepted solution]

You should not have to modify the Business Rule.   ServiceNow creates the rule automatically for you so that the survey is triggered according to the conditions you have set in the trigger.

As for notifying on feedback completion, you should be able to set up a mail notification rule (navigate to: System Notification -> Email -> Notifications) like the following:

[prudhvig]

Hi Nia,

Thanks for replying. I have tried doing that. i have closed an incident and the survey ink has been sent as a notification. But, the choices to the questions in the assessment are being shown as 1,2,3,4 and 5 instead of the choices which I created. Could you please tell how to resolve that?

This is the question I posted and it has the snapshots of my problem : Choices of my Assessment questions not being shown properly

Thanks in advance.

[Nia McCash]

Hi Prudhvi,

Was your original issue for this thread resolved? Were you able to get the notification working as you wanted?

[prudhvig]

Yes Nia. I was able to solve it. Thanks.