Csat survey

[madhuri229]

Hi All,

We have csat surveys for incidents and service requests already.

But client is looking for a change in trigger condition.

New req is like user needs to receive only one csat survey irrespective of no of tickets raised in a month as incidents or requests.

Csat survey needs to send to users only once per month to whoever raised tickets to IT.

How to acheive this

Regards,

Madhuri

[Still Learning · Accepted solution]

Hello,

Creating a schedule period will accomplish this for you.  Set the period for monthly and the system will automatically create a scheduled job for your surveys to run according to the schedule.  The below is taken from the SNOW product documentation site for this: 

"For example, if you set the schedule period to Monthly and someone attempts to send survey invitations twice in the same day, the system generates survey instances for the survey users the first time only. At the beginning of the next schedule period, the system generates another survey instance for each survey user who completed the previous one."

Link: https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/survey-administration/concept/c_SchedulePeriods.html

Please mark this answer "helpful" or correct if applicable.

[madhuri229]

Hi tonya, Also we need to send survey only once either thy raise incident or service request. Is that possible? Regards,

[Musab Rasheed]

Hi Madhuri,

Under trigger condition just add repeat interval as 30 days, it will fix the issue. Mark my answer as correct and close the thread.

[madhuri229]

Hi, Also we need to send survey only once to user for incidents and service requests. Is that possible?