Trigger E-mail notification when survey is dissatisfied or very dissatisfied by user

geet · ‎08-19-2015

Hello everyone,

Kindly help me in knowing how to trigger an E-mail notification to a manager/group when user dissatisfy the survey.

Kindly explain step by step by step as i am not familiar with the notification part much.

geet · ‎08-20-2015

This is our Survey form and when user submits this form the incident form get updated as follows :

So, now i want when user dissatisfy or very dissatisfy the survey, an email should be sent to the Grroup/Assignee/manager.

Kindly let me know if you got answer of your question.

View solution in original post

Thijs Daemen · ‎08-20-2015

Ah ok, so that should work fine then.

You can use the 'user/groups in fields' to set it to the assignment group, the assignee and the manager.

Be sure to check the checkbox; sent to event creator if you are testing it yourself. (e.g. you are creating the ticket, the survey and the response to the survey) If it's not checked ServiceNow will not sent the email, since you performed the action yourself.

geet · ‎08-20-2015

Hi Thijs,

Where will i find this checkbox sent to event creator ?

Is there any functionality or script which will help me to show a sad emoticon in my notification.?

Thijs Daemen · ‎08-20-2015

The sent to creator checkbox is available in the advanced view. You have to click on the related link "Advanced view" to check it. It will be available under "who will receive".

geet · ‎08-25-2015

Hi Thijs,

I added an image today and it gave me following error :

and then i added this pic in my notification as follows:

i have some questions :

I am trying this on my test instance and notifications are blocked on this instance. I want to test that how this notification looks in outlook when it is fired.

Kindly help me as i cannot try this in my production instance.

Thijs Daemen · ‎08-27-2015

Hi Shikha,

The error seems to be related to a custom business rule that has been created on your instance. I don't have that one on my clean developer instance anyway.

You can see the attachment that has been sent by going to the email log, selecting the correct email and clicking the 'preview HTML body' related list. As an alternative you can also set yourself as the catch all for every email that is sent from the instance.