Why few Assessment instances miss trigger values ?

[ramak]

In our PROD instance, we migrated from the Legacy surveys to Assessments and I am seeing that in the assessment instance very few records don't have trigger IDs on them. This could potentially be an issue as the business has requested to display the ticket info (INC # & short desc) on the survey & this is the only common field that I could use in the 'assessment_take2' UI page.

Can you guys guide me here please ?

Cheers

Suhas

[ramak · Accepted solution]

The reason for this behaviour is due to the email notification that has been defined on INC table that fire for every ticket reaching 'CLOSED' status.

Now the assessment trigger conditions have been defined to send a survey to a particular user every 30 days & the probability is set at 50%. So what is happening here is even though the user (Requester) gets the email with the survey link, the backend assessment instance never gets created. So this causes the instance to be without the corresponding Trigger ID value.

So I have disabled the notification on the INC table & created a new one on 'asmt_assessment_instance' table for every 'insert' operation.

Took a while to figure this out, but atlast was able to fix this !

[Robbie]

Thanks for sharing. Appreciated. 

[Shiva Kumar8]

Hi Ramak

Thanks for the response I've tried to use the solution but it din't work can you suggest any other solution. Here is my exact requirement( see the attached) 

When to send :When an incident is resolved or request item is closed complete( but this option is not coming under condition firld)

Who will receive : The"caller"for Incident and for Request Item the "requested for" shoe get the survey notification

[Shiva Kumar8]

Hi Ramak

Thanks for the response I've tried to use the solution but it din't work can you suggest any other solution. Here is my exact requirement( see the attached) 

When to send :When an incident is resolved or request item is closed complete( but this option is not coming under condition firld)

Who will receive : The"caller"for Incident and for Request Item the "requested for" shoe get the survey notification