Servicenow OAM survey Setup

[Sanjeev Kumar2]

We have enabled the OAM Survey integration in ServiceNow and completed all the required setup activities, including:

• Registered the application in Azure
• Created and configured the new AM provider in Exchange

However, we are unable to find documentation or an end-to-end flow describing how the complete setup works.

We have a few questions:

1. Where are the survey emails routed after the integration is configured?
2. Under what scenarios is the Exchange provider used?
3. When a customer submits a survey response, where is the response sent and how is it processed?
4. What is the end-to-end flow from survey generation to response completion?
5. Are there any logs or monitoring points available to validate the complete flow?

Could you please share any documentation, architecture diagram guide that explains the end-to-end process?

[l457]

There's plenty of documentation:

https://learn.microsoft.com/en-us/outlook/actionable-messages/get-started

You send an email with a html body, the card is built as a json in a servicenow script and placed inside a script tag. Outlook will render the card if it is supported. You specify what actions will do, in the case of a survey the submit would http POST (NOT via email) to a servicenow api ex. /nav_to.do?uri=sys_ws_operation.do?sys_id=41e1828073171300295ac1f52ff6a728

The api will respond if successful and set 

response.setHeader("CARD-UPDATE-IN-BODY", "true");

 and the card in the email will update.

You need the registrations for security, otherwise just about anyone would be able to send emails embedded with script tags

https://learn.microsoft.com/en-us/outlook/actionable-messages/security-requirements