Embed surveys in Microsoft Outlook

[Akash37]

ServiceNow provides an easy way to send your survey to multiple people through email using the the Outlook Actionable Messages plugin. Users can answer the survey questions and submit the survey from the email client instead of opening the survey in a new browser tab.

Before you begin

You must activate the Outlook Actionable Messages plugin (com.sn_ms_oam). 

Procedure

1. Navigate to System Notification > Email > Notifications.
2. Click Survey User Invite notification, click the What it will contain tab, and then add the following script in the Message HTML field with the existing information.
   

   ${mail_script:include_survey_actionable} 

   This script includes the Outlook actionable message in the email notification that’s sent to a user.
3. Navigate to Survey > View Surveys.
4. Open a survey.
5. To send an email notification to a survey user, select the Send notifications check box.
   
   
6. Select the Outlook Actionable Message check box and save the survey.
   
   
7. Click Assign Survey and assign the survey to a user.
   
   An email notification with the embedded survey is sent to the user. The user can take the survey and submit it from the email client instead of opening the survey in a new browser tab.
   
   

Note:

The following questions are not supported for an embedded survey - 

• • Attachment
  • Date
  • Datetime
  • Template
  • Reference
  • Image Scale
  • Ranking
• Dependant questions are not supported.
• Signature is not supported.
• Mandatory questions are supported.

[Brian24]

This is good to know and a helpful tutorial but there are some questions and functions that are not supported by the OAM plugin.

The following questions are not supported for an embedded survey - 

• • Attachment
  • Date
  • Datetime
  • Template
  • Reference
  • Image Scale
  • Ranking
• Dependant questions are not supported.
• Signature is not supported.
• Mandatory questions are supported.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0759780

[Bishal Sharma]

Is there any other way to create embedded outlook survey without installing this plugin, as this has certain restrictions.

I need to include rank scale, percentage, string types in the survey.

[Yee Man Chun]

I have configured a survey trigger by condition state set to resolved. However, realize that the survey trigger is not a notification by sending an email to the caller.

Does anyone know how to configure the automated survey send through email after the case mark as resolved?

Think should create a notification to trigger the survey email to the caller.

Appreciate it if anyone could help me with this.

[gay]

Hi 
I have followed all the steps you have mentioned, but embedded survey is not showing. It's still showing link to survey only. Can you please help me here.

[trupti4]

Hi,

We are creating an embedded email survey with some mandatory questions. On Submit we get an error if one or more mandatory questions are not answered. Can we modify the error text to mention the reason for this error? 

[Sadaf Baig1]

Hi 
I have followed all the steps you have mentioned, but embedded survey is not showing. It's still showing link to survey only. Can you please help me here. if anyone found any solution tell me

[Gjagz]

Is Emoji supported? We have embedded surveys created however with Radio buttons.  There is a lot of interests to have emoji's (Smiley faces)  instead. Is that achievable? 

[Admin7267]

@Akash37, I'm not able to see the field Outlook Actionable Message check box mentioned in step 6

[vinay167]

To se this field u have to install pulgin Outlook Actionable Message.

[SrikanthP595542]

Hi

I have followed all the steps. The email status shows as 'sent,' but I am not receiving the email in my Outlook inbox.
Can anyone help me?

[BhupendraK]

I have successfully created the survey and notification also get the email with proper survey, but when I submit the survey after that in survey instance the state not changed from ready to take to complete. Can someone please help what could be the issue?