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

As for the emoticon, you could upload a picture to ServiceNow and use that in your email notification. You can add it in the HTML field.

geet · ‎08-20-2015

Yup thanku so much for your quick responses.

I have tried it in my DEV instance and due to security constraints E-mail has been blocked and i will try this on my Prod instance on monday and will let you know whether it is actually working or not.

geet · ‎08-31-2015

Hi Thij,

I have tested the notification and it is working really very fine. Below is the screenshot of the same,

I have a question, can we do something like this :

If suvey response is dissatisfied then thsi blue emoticon will occur in E-mail.
If survey response is very dissatisfied then some other crying emoticon will occur.

Is it possible ?

Thijs Daemen · ‎08-31-2015

Hi,

You could either script it in the existing email notification or create 2 different notifications. One that triggers on a satisfied response and the other on a dissatisfied response. The difference would be the picture that you add to the email body.

geet · ‎08-31-2015

what would be the best practice ?

coding in existing code that is as follows :

or creating separate notifications will be good.