About TCSAT incident survey

[Avinash_M]

Hi Team,

Requirement:
I need to implement a TCSAT survey process for incidents after they are resolved.

Scenario:

1. When an incident is moved to Resolved, wait for 24 hours.
2. After 24 hours:
   • If the incident is still in Resolved state:
     • Check whether a survey already exists for that resolution.
     • If a survey exists, end the process.
     • If no survey exists, create a survey instance (linked to the incident and caller, with survey state set to Ready) and send a Survey Invitation email containing the survey link.
   • If the incident has been moved to Work in Progress or Reopened:
     • Look for an active survey.
     • If an active survey is found, update the survey state to Canceled with the reason "Incident Reopened."
3. If the survey remains in Canceled or Expired state after another 24 hours, send a Second Reminder notification.
4. After an additional 24 hours, send a Final Reminder notification.
5. Notifications should be sent only when the incident caller is a Human User.

Question:
What would be the best implementation approach for this requirement? Should this be handled using Flow Designer, scheduled jobs, event-based processing, or a combination of these?


Thanks,
Avinash

[Vikram Reddy]

Hi @Avinash_M,

Build this as one record-triggered Flow on Incident, not a stack of scheduled jobs. Flow Designer's Wait for a Duration and Wait for Condition actions are built exactly for this: hold 24 hours, re-check the state, then branch. Scheduled jobs only really earn their keep for the periodic Canceled/Expired sweep, and the platform already has one you can lean on for that piece.

• Survey record: check and create against asmt_assessment_instance (states include Ready, In Progress, Canceled, Expired) instead of a custom table
• Initial invitation: let the OOB Survey Trigger Conditions fire the create and email off Incident Resolved rather than scripting the send yourself
• Reopen path: on Work in Progress or Reopened, have the flow query the active asmt_assessment_instance and update it to Canceled with a reason of "Incident Reopened"
• Reminders: chain two more Wait for a Duration steps in the same flow for Second and Final Reminder rather than separate jobs
• Human check: there's no OOB "human user" flag on sys_user, so filter out service/integration accounts on caller_id using whatever convention your instance already uses (a role, a group, or a naming pattern) before sending

References

• Survey Trigger Conditions (ServiceNow docs)
• Wait for Condition action (ServiceNow docs)
• KB0676810: Assessment instances are not moving to Canceled

Thank you,
Vikram Karety
Octigo Solutions INC