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

[manjyotsingh]

Hi Sumanta,

Thanks for the providing detail information.

I have checked and there are two instances created for one single case and both shows same trigger condition

Instance 1

Instance 2

I saw the case which has generated these surveys and could see that close complete status is updated twice. Please see below case history and believe this is what is triggering multiple surveys.

Any idea how to track the reason for double state change?

[ArunKRam]

Hi Manjyot,

i dont think there is anything wrong with the survey assesment table.i think there is some code running in your case table which is triggering the closure immediately after the normal closure is triggered. Check your case table for any server side code which is doing so.

Thanks,

Arun

[manjyotsingh]

Hi Arun,

Thanks for the details.

I tried checking for tables and rules which are changing the state and could find one table and one rule.

So there is a table ,and this table has a business rule, which I believe triggers the state change from Awaiting acceptance to Close complete.

However, I could find one business rule, unable to read it through, but believe it is trying to change the state from Awaiting acceptance to Close complete.

Not sure if both of these are different rules or part of one.

[Sumanta Sathua]

You can take any existing survey and apply the trigger condition and the code step by step in order to check if its triggering twice .

[ArunKRam]

Hi Manjyot,

Try deactivating this code and do the closure manually and check if they survey is triggered twice.

Arun