Develop feedback Survey for Incident resolution and response.
Survey:
- Once incident is resolved, a survey should be triggered.
- The questions should be as below:
- a) Is the incident resolved? (Yes/No options in the dropdown)
** Once they select yes, below should show up
- b) How happy are you with the resolution? (smiley faces as options, same like Howmet)
- c) How happy are you with the courtesy of the analyst? (smiley faces as options, same like Howmet)
Step1: Navigate To All>Go to survey designer>>open that.
Step2: Survey designer elements
The survey designer contains the Controls tab, the Questions tab, the Categories tab, a header bar, and the design canvas.
Controls tab:
To create a question, drag the appropriate data type control from the Controls palette and drop it onto the designer canvas.
Step3: Create a question in the survey designer.
Then you will have to drag and drop the option based on the type of field: -
- In the Design view, drag a data type icon from the Controls palette and drop it into a category container.
- To configure the question, click the gear icon in its title bar.
- The Properties dialog box opens.
- Complete the form.
For example: - We understand that your Incident has been resolved or closed. Is this incident resoled? This will be a choice field. Once you drag and drop click on the gear icon: -
a)Is the incident resolved? (Yes/No options in the dropdown)
Here you will be able to configure everything related to that question:-
Also in case that question is dependant on any other question, click on dependency and select when is should be displayed:-
Step 4: Survey question data types:
1)Image scale Data Type:
Here are steps on how to add an Emoji response to a Survey question: -
1) Download emojis images to your system.
2)in the Survey designer, drag the image scale control to the canvas.
3)from the control properties, scroll down to the image choices section.
4) Select the ">" icon to view the expanded properties for each response.
- b) How happy are you with the resolution? (Smiley faces as options, same like Howmet)
Similarly, you can configure for all questions then save and publish it.
Step5: Survey Trigger Condition
Table: Incident user field: Caller condition: state changes to Resolved
Step 6: Attach Survey link in email notifications.
After resolved the incident, system should send the Survey to users that are related to the incident. So, for that you need to con figure Survey for incident and write notification on incident table.
1)Navigate to ALL>System definitions>Notifications>create new
When to send
who will receive
what it will contain
Step 7: Incident Record Resolved
Step 8: Survey Trigger
1)Navigate to ALL>System Mailboxes>Outbox>check email>open >preview email
You can also check the below video which explains quite in details about creating survey ins ServiceNow.
