HR CSAT score - OOTB tab sn_hr_pa_case_survey

Alexander17 · ‎09-15-2023

Hi there,

I was wondering if the OOTB CSAT PA indicator is setup right. I see it looks to table sn_hr_pa_case_survey but there are so far not the metrics being store for the survey.

I can as well not find this table. I would like to make use of a different survey than the OOTB one (HR Request Satisfaction Survey), but i dont get any score with this CSAT indicator. I think it have to do with sn_hr_pa_case_survey table set. Anyone have some thoughts?

JamesEcoStratus · ‎09-18-2023

Hi, based on your question, it appears you're facing issues with the Out-of-the-Box (OOTB) CSAT (Customer Satisfaction) Performance Analytics (PA) indicator in ServiceNow.

Although I cannot offer a specific diagnosis or solution based solely on the information provided, I can recommend that you follow the steps outlined below to identify the potential issues and offer some tips to help you address them.

Here are some steps to troubleshoot and resolve this issue:

Check Survey Configuration:

Ensure that your custom survey is correctly configured. Verify that it captures responses and scores properly.
Confirm that the survey questions and answers align with the CSAT criteria (usually a rating scale from 1 to 5).

Survey Table Mapping:

In ServiceNow, survey data is typically stored in the survey_question and survey_answer tables.
Check if your custom survey data is being stored in these tables or any related tables.

Performance Analytics Configuration:

Review the configuration of the CSAT indicator:

Go to Performance Analytics > Indicators.
Locate the CSAT indicator and check its settings.
Ensure that it's set to use the correct table (e.g., your custom survey table) and that the conditions are accurately defined.

Data Collection Job:

Performance Analytics indicators often rely on data collection jobs that run at specified intervals to gather data.
Check if the data collection job for CSAT is scheduled and running successfully. Look for any errors or logs related to this job.

Survey Data Mapping:

If the CSAT indicator is specifically looking for data in the sn_hr_pa_case_survey table, you might need to create a custom data transformation or script to map your custom survey data to this table.

Debugging and Testing:

Consider using the ServiceNow scripting capabilities to debug the issue. You can use scripts to log data and check if the expected survey data is being retrieved.

Remember to test any changes in a non-production environment first to avoid impacting your live data.

Additionally, documenting your customizations and changes is crucial for future reference and troubleshooting.

Good Luck!

James @Ecostratus

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Alexander17 · ‎09-21-2023

Well, my main question is about the OOTB box setup and an not existing table called: table sn_hr_pa_case_survey. And if others are facing as well problems with it.