survey email to request for users when the incident is resolved and RITM is set closed completed

[Community Alums]

Hi All,

I have to send a survey email to request for users when the incident is resolved and RITM is set closed completed or closed incomplete.

The survey email body should contain emojis like satisfied, Very satisfied, etc..When the users click on emoji in email, the response should be captured in ServiceNow. How can I achieve this?

Please help me with this.

Thank you all.

[Karthiga S]

Hi @Community Alums 

You have to implement Outlook Actionable Messages for your case. 

Here's the Documentation reference: https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/outlook-actionable-messages/concept/outlook-actionable-messages.html

However, it has its own limitations when working with Emojis. Please read the documentation carefully.

Please mark it Correct and Hit Like if you find this helpful!

[AnveshKumar M]

Hi @Community Alums 

You can create an Image Scale type survey and embed that in a notification which will trigger after an Incident or RITM is closed.

Remember there should be only one question of type Image Scale to make this Actionable Message type survey work.

Follow the below community article for creating an Image Scale survey (to display emojis as scale).

https://www.servicenow.com/community/houston-snug/how-do-i-add-an-emoji-to-survey-or-assessment/m-p/261613

For embedding survey in email you need to install the plugin sn_ms_oam, and follow the guide at the below link.

https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/survey-administration/task/embed-survey-in-outlook-email.html

Download the attachment in this article and crop the emojis you need using Paint application. These images are downloaded from FreePik.

Please mark my answer helpful and accept as solution if it helped you t👍✔️