Survey Issue - You are not authorised to take survey. User not able to take survey from request and From Incident same user is able to Take Survey and completed directed to self service portal.

[Prathyusha Sara]

Hi All,

User is not able to take survey from request which directed to Self service portal and user is not an ITIL user. Same user able to take survey from Incident and completed from Self service portal.

I have checked by Impersonating the users who has an ITIL access able to take the surveys.I am finding the root cause where the Issue is happening and why user is not able to take survey from request and able to take surveys and completed from Incident.

Can you please let me know If you need any further informations.

Regards,

Yusha.

[ryan_pope]

On the Trigger condition of the Request survey, can you confirm that user is in the "User field" field on the request? Typically, that error message is the result of this, so long as the survey is not a "Public" survey.

You can also confirm that on the actual survey instance itself:

[Prathyusha Sara]

Hi Ryan.pope,

I have checked as per your suggestion same changes applied in my instance.Please see the below screen shots.

1. Request trigger condition

2.Assessment Instance

3. same for incident it is completed:

I am not getting any error message or any pop up meassage when i impersonate and clicked survey link it takes me to self service portal with out any message.Please suggest.

Thank you,

Yusha.

[ryan_pope]

The Request assessment is in a "State" of Cancelled. Can you trigger another one and try where it's not cancelled?

[Prathyusha Sara]

Ryan ,

I have verified Business rule please see the below screen shot:

is this because user has taken after the expired date or due date .please see the screen shot , survey taken on 14/1/2019 and expiry date is 11/1/2019.I sthis because of this issue:

please confirm

Reagrds,

Yusha.