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 · ‎01-24-2019

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.

Prathyusha Sara · ‎02-26-2019

HI Ryan,

I have resolved the above by Clearing Cache in Survey and tried to login new window, or logging in other computer.

I have taken survey by below steps:Now any user can take from request /Incident:

If user is taking survey from Self-Portal, below steps to follow before taking surveys:

1.Login in teaminc@service-now.com

2.Clear browser cache - for IE and Chrome:

i.Go to settings

ii.Search for option 'clear browsing data'

iii.Click on clear cache data and files.

3. Open in new window

4.Click on survey link and complete the survey.

For reference attached screen shot, Can you please have a look and let me know for further modifications.

Regards,

Yusha.

View solution in original post

ryan_pope · ‎01-24-2019

Yes, that is correct. It's not the business rule, but there is a scheduled job "Cancel Expired Assessments" that runs every 30 days to cancel those "expired" surveys (/nav_to.do?uri=sys_trigger.do?sys_id=e8785d109f233100736af84bc42e70ab).

Prathyusha Sara · ‎01-24-2019

Ryan,

Right now I see is user not authorised when he is taking survey from request.should workflow is triggering user not authorised or else depends on users system.

Regards,

Yusha.

ryan_pope · ‎01-25-2019

What is the state of the survey that the user is trying to take?

Prathyusha Sara · ‎01-25-2019

cancelled state.(only for request)

Due date is correct and survey taken date is also correct.

When I impersonate and checked it is taking me to self service portal.

Prathyusha Sara · ‎01-25-2019

Adding information to above lines - I checked user is able to complete the survey only for Incident.

I have checked the survey workflow where it is making survey cancelled but I did not see expected results for request survey issue.

Can you please let me know.

Regards,

Yusha.