Survey is triggering only once

[anirban300]

I have created a survey with 2 separate conditions for each Call and RITM. It is triggered when the call is resolved or RITM is closed. But it is creating a survey for only once i.e. I have created a call and resolving it, then a survey is created but if I am creating a second call and resolving it, then it is not creating survey. But if I am taking a new caller in call and resolving it then it is creating a survey but again if I am creating a new call with the second user(new caller) and resolving it then it is not creating a second survey.Does anyone have any idea on this?

[Ashutosh Munot1 · Accepted solution]

HI,


There is a field called as Repeat interval. So if you create a survey once then after 7 days it will be sent again if that same user is a business user.

So if you want survey for each and every case regardless of user then make that interval zero(0).

You will see each case closure will generate a survey email to business user.

Conclusion: If the user gets survey first time then for next 7 days he will not get same survey for different calls as well.

Thanks,
Ashutosh

[anirban300]

Hi Ashutosh,

Can you tell me this as well?

Why double Survey is created when a RITM is closed?Below is the condition

[Harsh Vardhan]

instead of using "State" | IS | Closed, replace "IS" to "Change TO"

try and see if it's still triggering the survey twice or not.

[Ashutosh Munot1]

Hi,

Can you check how many entries are created in Assessment table for this record of Survey and let me know.

Thanks,
ashutosh