Trouble with surveys

[#1]

Hello User Community,

I have hit a crossroads and need some assistance. I am in the process of creating a survey that will be sent out after every incident is closed but I have run into a problem. The link that the users have to use to get to the survey from the email will just update an old instance of the survey. We want every instance of the service-now survey to be different. I have tried all kinds of alterations to the link I am sending and none of them were able to get a new instance of the survey to kick off. The link I am using is as follows Click Here but I can not pass any variables and the sysparm_survey_update=false is doing nothing.

If I can get this working I am also interested in passing the incident number back to service-now so that the incident, user, and answers can be tracked.

I am putting this out to the community because I am hoping someone has crossed this road already and can help me out. I have used up every option I know of.

[monkalope]

I had a similar reqeuest regarding linking the surveys to the incident. Could become a valuable training tool. The response I got is below:
This is not currently possible, though it is a very popular request. If not available in the next release, I'd bet it'll be in the one after that. I'll add this enhancement request to the others.

[brozi]

We had a similar request for our PMO department. They wanted to send out a survey to our customers after each project. Since they wanted to pass certain aspects of the project for each survey sent i had to create a new survey each time.

I created a template that had the standard questions for the survey since they never changed. I then created a wizard for the project manager to build out the survey with attributes specific to the project. Once they click "build survey" it then creates the survey with the attributes they defined, and adds the template of questions and takes them to the survey master page. The PM can then email the survey to whom ever they like using the email icon.

I also created an email template that pulls in the link and the message the PMO likes to send.

To do that i added an auto generated number to the form, and change the name to be be dynamic. example: Customer Satisfaction Survey + Number.

I then added a field that builds the link each time, which is also dynamic
USERINSTANCE/nav_to.do?uri=survey_take.do?sysparm_survey=+Survey Name

I can then pass that into the email...

Long story short, i guess you could script :eek: something similar, to build a new survey each time you solve an incident..

Reporting stays the same since you don't change the questions. Instead of using question is XXXX, you would use question contains XXXX.

let me know if any of this makes sense. I cant think of any other way to add incident data to the survey without it being a new one each time

[brozi]

One thing to note.. my surveys are going outside the company, and are public, so i don't have the issue with sysparm_survey_update=false at this time, since i don't use it

[john_roberts]

Not sure if this helps but there's a new wiki on linking surveys to incidents.
http://wiki.service-now.com/index.php?title=Linking_surveys_to_incidents