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]

If a survey is in a Cancelled state, even if you are the one the survey is assigned to, you will get the "not authorized to take this survey" error message. To test and validate that the user you are impersonating can take the Request survey, you will need to generate a new Request survey for them where the state of the survey is NOT Cancelled.

[Prathyusha Sara · Accepted solution]

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.