Survey trigger Condition

[Nare]

Hi Everyone,

How to implement  service Now survey trigger on Incident table that activates based on either:

• Every 60 days since the last survey, or

• After the 5th ticket since the last survey

Can some one help me out the solution.

[Katie_Bond]

We have a survey that appears for every 5 tickets as well!

1. Ensure the survey is enabled
   • Go to Survey Management > Survey Properties
   • Ensure Surveys are Active and your desired survey is published
2. Create a Metric or a Custom Table to track survey history*
   *You'll need to store when a user last received a survey and how many incidents they've had since then*
3. Create a custom table (i.e.: u_user_survey_tracker)
   • Fields: 
     • User (reference to sys_user)
     • Last survey date (date)
     • Incident count since last survey (integer)
4. Create a business rule on the incident table
   • Run it after the update only if: 
     • The state changes to Closed
     • User is not null
5. Use GlideSurveyUtils.sendsurvey()
   • This script method lets you trigger a survey programmatically: 
   • GlideSurveyUtils.sendSurvey('<survey_sys_id>', user, current.sys_id);

   • user: sys_user to receive the survey

   • current.sys_id: related record (optional)

6. Test by impersonating the intended user group, and close 5 incidents as the same user. Confirm the survey only goes out after the 5th or after 60 days

Some nice add-ons after you get it working: 

• Use Scheduled Jobs to clean up or recheck
• Add a Last Survey Sent field on the Incident for an audit trail
• Display survey status on the user's profile or create a report

[Nare]

Hi Katie,

Thanks for the solution.

I am following the same point as you mention in the above message.

But, Here i was confused with point 5. where to use GlideSurveyUtils.sendsurvey() method.

I am very bad with coding. Could you please help me with coding?