Multiple Surveys generated

[manjyotsingh]

Hi All,

We have surveys that gets generated once HR case state is changes to Closed complete. However, I could see two surveys being generated.

Couldn't find any issue with the Trigger conditions.

I have checked activity on the HR case, and could see 'Close Complete' state being generated twice. I think this is what has triggered two surveys, but unable to find the reason behind multiple activity for the same state. I have checked other cases as well, but this doesn't happens for all, but only for few cases.

Regards,

Manjyot

[Sumanta Sathua]

Navigate to asmt_assessment_instance and search with the survey number . Verify the column "trigger Condition" for both the survey . From there you can confirm if both the survey generated due to trigger condition.

[manjyotsingh]

Hi Sumanta,

Thanks for your response.

I am quite new to Service now so struggling a bit apply your suggestion. So as per your suggestion I went to Table>>asmt_assessment_instance , but when in next screen I can only see column label, type, reference and so on. Not sure how to search for Survey number from this screen.

[manjyotsingh]

Hi Sumanta,

Also I have tried running a report on asmt_assessment_instance and could find Assessment Instance numbers for both Surveys. Under Trigger ID, both has got same case number. But even here I couldn't find anything relating to trigger condition.

[Sumanta Sathua]

1)Navigate to table asmt_assessment_instance.list

2) Add the corresponding field   in order to display under the related list as below

Search the instance number under the search lis as below .