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

[Aanchal Mehndi1]

Hi Suhas,

I am facing same issue.

we haven't done any customization on the dictionary fields or on the scripts.

Notification is also on 'asmt_assessment_instance' table.

We just created our trigger conditions still Trigger ID is blank in some records.

Could you please suggest what can be the possible reasons?

Regards,

Aanchal

[ramak]

What is the survey probability percentage set ? If possible can you paste the notification screenshot along with the absent trigger ID field list

[Community Alums]

Hi Suhas,

I encountered same issue in servicenow istanbul.

I want to know how this issue really occurs?

"

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.

"

Thanks

Vinit Gupta

[ramak]

This issue occurred as the survey notification was set on the destination table (Incident) rather than the source table (asmt_assessment_instance). So since the survey email was set to be sent every 30 days with only 50% probability, the surveys were getting triggered, but the survey conditions were preventing the linking between the source & the destination tables owing to the above condition(s).

Hope this helps! Feel free to ask any further info.

Cheers