Survey not sending email

[jose_quinonez]

Hi,

I have a survey that triggers when an incident is resolved.  The survey is created OK and the system sends the email fine.

I have another survey that triggers when a service request is close completed. The survey is created OK, but the system does not send the email.

Both surveys are fine, the problem is the lack of email notification when launching the request survey.

I have the OOB email notification records for Incident Survey and Request Survey.

Thanks for your help

[jose_quinonez · Accepted solution]

Hi,

I changed the Notifications record, especifically I changed the table from sc_request to asmt_assessment_instance.

Now it worked for the Request survey too.

This is the same way that the incident survey is configured.

Thanks

[Amit Gujarathi]

HI @jose_quinonez ,
I trust you are doing great.

Here are the steps to troubleshoot and potentially fix the issue:

1. Review Email Notification Configuration:

   • Access the ServiceNow instance with administrative privileges.
   • Navigate to the "System Policy" > "Email" > "Notifications" module.
   • Locate the email notification record associated with the Request Survey.
   • Verify that the email template, recipient(s), and other relevant settings are properly configured.

2. Verify Survey Trigger:

   • Ensure that the trigger condition for the Request Survey is appropriately set to "Close Completed" for service requests.
   • Check if the survey trigger condition is defined correctly by referring to the associated business rule or workflow.

3. Test Email Delivery:

   • Manually trigger a "Close Completed" event on a test service request.
   • Monitor the system logs or email logs to determine if any errors or exceptions occur during the email sending process.
   • If there are errors, investigate and address the underlying cause, such as SMTP configuration or email server connectivity issues.

4. Check Email Scripting:

   • Examine the script associated with the email notification record for the Request Survey.
   • Ensure that the script is correctly configured to generate and send the email with the required survey details.
   • Review any conditions or variables used in the script to ensure they are accurate and fulfill the intended purpose.