Create Survey reports based off of the incident/task columns

[Manjeet Singh]

One of the most common use cases in Survey application is to send out auto triggered survey when an incident, request, or task is closed. Once you get the survey results back, you may want to filter the results by the users and groups related to the ticket, such as the Assignment Group, or Assignee. Filtering the results will get you more detail on how the people and teams are performing based on ticket data.

Currently, you cannot dot-walk directly on the task extension (e.g incident) table when creating a report on Survey metric results (asmt_metric_result). This is because the source data table information is stored as a document reference in the Survey instance and you can not write conditions that reference source data fields.

Here are few options you can use to work around dot-walking on a task extension to create reports like "surveys by incident assignment group:"

1. Using task_assessment_detail view
2. Using Related Fields under trigger condition

Using task_assessment_detail view

Starting from Geneva, we have a new view called task_assessment_detail (this is similar to task_survey_detail view under legacy survey application). This view allows you to dot-walk on columns from Metric Type, Assessment/Survey Instance, Task, and Metric Results tables.

For example, if the requirement is to report on Incident-triggered Survey Responses by Assignment group, the following report can be set up on Task Assessment Details.

1. Go to Reports
2. Click on View/Run
3. Select Create a report

Select Table: Task Assessment Details

Type: Column

Group by: Assignment group

Using Related Fields under trigger condition

Using Related Fields, can be set up to capture particular columns from the source table when configuring the trigger. These values are captured during instance creation in the Related Record columns (Related Record 1 to 4). The related record can then be used in filters and grouped by clause (see screenshot below). For example, let's say you want to report on survey results for the current month based on the Assignment group. The Related Field can be mapped to the Assignment group in the trigger setup. When the incident survey is sent out, the Assignment group on the incident would be captured as Related Record 1 on the survey instance. The report can use Related Record 1 to set up report filters, grouped by clauses.

The following example uses an Assignment Group mapped to Related Field 1 which is captured as Related Record 1 on the Survey instance and then used in the report on Metric results.

Survey trigger set up looks like this: Go to Survey > Trigger condition > Create/edit a trigger condition

Now, the related Record values from Survey/Assessment Instance will be available in Metric Result (asmt_metric_result) table.

And you can create a report using the field you selected for Related Record:

1. Go to Reports
2. Click on View/Run
3. Then Create a new report

Select Table: Metric Result

Type: Column

Group by: Related record 1

We learned that there are two easy workaround available ('task_assessment_detail' and 'Related field' under trigger condition) for how you can create your desired Survey report using task extension table columns.

Thanks,

Manjeet Singh

Senior Product Manager - Survey and Assessments

ServiceNow