CSAT Survey not triggering properly

[ersureshbe]

Dear Experts,

I've implemented the CSAT for incident. The CSAT is triggering with the help of 'asmt_assessment_instance'. I've configured as when incident is Closed it should trigger the CSAT notification. The configuration is done in 'asmt_metric_type' table.But when incident is Closed state it's not sending to 'asmt_assessment_instance' table. 

Can you please clarify when 'asmt_assessment_instance' table gets a record creation and where I should check the configuration. Please advice.

Note: I tested the config in asmt_metric_type table. Based on the configuration it creates a new business rules.

Config Checks: The mentioned below checked and configured properly.

1. Enable the trigger condition in asmt_condition with the help of asmt_metric_type.
2. Survey should be 'Published' state.
3. Provide public access for the survey in asmt_metric_type
4. Enable 'Send Notification' as true in asmt_metric_type

Regards,

Suresh.

[Sunny Khandelwa]

Hi,

Can you please check the Survey is Active true & Published?

Also, in trigged conditions related list the conditions are correct.

Regards,

Sunny Khandelwal

[ersureshbe]

Hi Sunny,

I checked following conditions and all are active. Few users its working and few not working.

1. Enable the trigger condition in asmt_condition with the help of asmt_metric_type.
2. Survey should be 'Published' state.
3. Provide public access for the survey in asmt_metric_type
4. Enable 'Send Notification' as true in asmt_metric_type.

Regards,

Suresh.

[Sunny Khandelwa]

Hi Suresh,

Can you also check the "Trigger randomly" check box is true or false in the Trigger condition? 

Trigger randomly: Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected).

Regards,

Sunny

[ersureshbe]

Hi Sunny,

I disabled the mentioned trigger randomly as false and tested with dummy tickets. Still facing the same issue.

Regards,

Suresh.