We have done exactly like that and so far, it has been a success. We are using Survey Management for this case. We embedded the smiley faces into the suvey notification and when the client clicks on one of those faces, it will take them to the survey in ServiceNow with the first question pre-selected based on which smiley face they clicked on. I believe that's what you are trying to accomplish.
This whole project involved two main parts. One is the email notification and the other is the survey UI Page
Email Notification:
The only thing you can pass back to servicenow from the email is through parameters in the URL, so this is what I did is to put the URL of the survey plus an addition parameter behind each of those three smiley faces, for example:
instance.service-now.com/assessment_take2.do?sysparm_assessable_type=sys_id&sysparm_assessable_sysid=sys_id&sysparm_grade=1
You can look at the existing notification to see how to set the basic survey URL. sysparm_grade is the additional pararement that I added to the URL. Change the value for each smiley face. I used 1, 2, and 3 for simplicity. That should complete email notification part.
assessment_take2.do UI Page:
You will now need to capture the choice the user clicked on from the email. The steps from here on are a bit more complicated. You are required to have some knowledge of Jelly and Javascripting. There is an UI Page called "assessment_take2.do. You will need to do the folowing things:
- Get the sysparm_grade parameter using Jelly. Something like this: <j:set var="jvar_grade" value="${sysparm_grade}" />
- create a hidden textbox to store the value, like this inside the <g:ui_form> tag: <input id="grade" type="hidden" name="grade" value="${jvar_grade}" />
- In Client Script, in addLoadEvent, it will loop through the questions in the Survey. You will need to stop at your first question and populate the value from the hidden field we created in #1 into this field.
#2 can be tricky and it depends on the question type that you use, mine is a multiple choice with radio buttons and this is my code:
Finding the radio button or drop down list item will require a little bit of knowledge on DOM. The example above works for radio buttons with the value of my question being 1,2 and 3. I properly left out a lot of details because like I said, this is quite complicated and the code would be quite different depends on your setup. I hope this will give you some idea and get your started.
Enjoy!
Sam
