Survey instances are not getting created when the survey email was triggering to external users

[nikhitha24]

Hi All,

I have been trying to trigger the survey to the external users whose email id was stored in a string field and the survey notification for that user was going through event and the event was given in business rule with conditions when after a record is interested in target table.

Also, the Enable public access was already set in the Survey

now when the email is triggering to the external user , but when we open the survey email link getting below messages as " You are not authorized or the record is not valid. " and when we go and check for the survey instances under survey there was no record created. 

can any one help me with this , how to achieve and why unable to access the survey

Thanks in advance

[Hemanth M1]

Hi @nikhitha24 ,

Can u try this : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1276440 

And also would like to know when are you send the survey notification?? is it when survey instance created and ready to take or its independent trigger condition from instance record?

[nikhitha24]

Hi Hemanth,

Survey notification was triggering independent.
also, i'm unable to configure to trigger the notification when survey instance created and ready to take.

Currently the notification is triggering based on the event and when i select my event i'm unable to set these conditions

can you help here please

[Ajay37]

Hi @nikhitha24 ,

Could you please share if you found any solution for this?

Thank you!