Test the survey based on the trigger condition

[Amit104]

Hello,

I have created a survey and a trigger condition for it i.e. When the Incident state is Closed the survey should be sent to the Caller. The probability is 10%. 

I have closed more than 10 incidents but i am not able to see the surveys in the email logs.

How do i check that the survey is sent to the caller?

[Amit104]

No, it is not created.

[Amit104]

Here is the latest update

I got 2 surveys now, One after closing 16 incidents and the other one after closing 13 incidents.

Can someone please help me to understand how does probability 10% exactly work?

[Community Alums]

Do you have a Repeat Interval set? 

ServiceNow Docs articles suggests the probability is approximate: 

"Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met."

[Amit104]

Yes. It is 30 days.

So does this mean that if the Probability is 10% then for every 10 incidents closed 1 survey should be sent and for every 20 incidents closed 2 surveys should be sent?

[Community Alums]

Were any of the Incidents you closed opened by the same User?  If so, that will have an impact as the repeat interval means 30 days must pass before each User can get a second survey. 

I believe it's more random than every 10th Incident triggers a Survey, the docs site article says it's an approximate probability.  If you close 100 Incidents by unique Users who haven't received a Survey in the past 30 days, you should trigger approximately 10 Surveys - but might see slightly more or less.   

You could open a ticket on HI to check.