A closed incident keeps generating survey requests

[johnfeist]

I have a case where the user and fulfiller kept an email dialog going through an incident after that incident was closed.  When the incident was closed, the appropriate survey invitation was sent.  After that, every time either party sent an email to or from the incident a new survey invitation was sent.  I'm looking for the best way to stop all those notices.  So far I've come up with the following:

1. Add a column to the Task table, survey sent, and when the first survey is sent, mark it true.  As part of that, add a condition on the survey trigger that survey sent == false
2. Put a condition in the survey trigger that the survey must be sent within a minute or so of the incident being closed.
3. Put the incident back to In Progress when a new communication arrives or is sent from a closed incident
4. Reject incoming emails to a closed incident (I believe there may be an inbound action for that).

To me the simplest would be option 2 but I'm not seeing any way to script a trigger condition.  I haven't done a lot with surveys, so if I'm missing something simple, please let me know.

All suggestions are gratefully accepted.

:{)

[Mike_R · Accepted solution]

What's the trigger condition for your survey?

If it's:

State changes to Closed

then it should only send once.

[johnfeist]

Thanks Mike, one of those, "clean my glasses things".