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.

[#2]

I think the answer you are looking for resides at the bottom of the below wiki article.
http://wiki.service-now.com/index.php?title=Enhanced_Survey_Functionality

Please let me know if you get both of these features to work together because I have so far not been able to.

[ethal]

Unfortunately, the referenced wiki post relates to the string within the module of the application, not the string within the HTML of the survey heading. The issue does not occur when generating a survey from the ITSM suite, it happens when a user responds to a link within an email to fill out a survey.

[#4]

Actually, it works in both cases...
Here is the URL I am using for my surveys. I get a new survey for each user that takes a survey and each time that user takes a survey it creates a new instance. I hope it works for you.

https://www.service-now.com/YOURINSTANCE/nav_to.do?uri=survey_take.do?sysparm_survey=Service%20Desk%20Satisfaction%20Survey%26sysparm_survey_update=false

I think using %26 instead of the & is the key to getting this to work...

[ethal]

You're absolutely right! My mistake was that URL (based on one provided in the wiki) was not exactly correct (the syntax was slightly off). Instead of "%26sysparm_survey_update=false" I had "&sysparm_survey_update=false#". Thanks!

[ethal]

The reason the syntax of the URL did not work for me is because we were attempting to make the survey accessible via a single sign-on URL. Doing so requires a significant modification to the original URL example posted in the wiki regarding a workaround to create the Incident hrperlink within the survey response (http://wiki.service-now.com/index.php?title=Linking_surveys_to_incidents_workaround). Also, the Incident number cannot be passed this way because a Nav_to instruction needs to be added to the URL - this disrupts some functionality (as mentioned in the wiki). Instead, we reverted back to the URL example.

Some additional points worth mentioning:

[*]When adding HTML to the heading of a survey master, it should be pointed out that FireFox should be used as the browser instead of IE (which is incapable of displaying the heading's code).
[*]In step 2 of the aforementioned wiki article, there is a statement regarding adding the Incident reference field to the Survey table. This is referring to the Survey Instance view (list).
[*]Finally, thanks to Jared's supplement to the article which helps add Incident Hyperlinks, it is now possible to view the name of the user for which the original Incident was created by simply adding the column to the view (for example, personalize the Survey Instance list and expand the Instance value from within the "Available" column on the left, then select the Incident value therein and move it to the "Selected" column on the right). By not initiating this aspect of the workaround, it is not otherwise possible to track the user's identity unless users are able to sign-in to the suite.

Hope that helps someone out. 😉