I am wanting to include a survey embedded in an email. I have searched through all the current community articles and several HI articles, but do not seem to be able to resolved the issue I am having. I believe I have completed all the steps listed in the ServiceNow documentation.
- Enabled plugin - Outlook Actionable Message (OAM) - com.sn_ms_oam. (The com.snc.platform.security.oauth is already enabled)
- Checked 'Send Notification' and 'Outlook Actionable Message' on survey. I am using a Likert Scale survey with 2 questions and would like to display the questions at the bottom of the email and have the viewer select the appropriate answer right from within the email so they don't have to link to the survey.
- Added ${mail_script:include_survey_actionable} to the 'Survey User Invite' Notification:
- Our email is registered as xxxxx@service-now.com
- I'm using Outlook Client 365 for Windows.
Additional steps taken:
- I've checked the system Logs. I didn't see any errors for Invoking Adaptive card generator for surveys. No HTML Sanitization errors. I configured the HTML_Script Dictionary with html_sanitize=false just to confirm that this wasn't the cause.
- The Email log and the source code of the email received shows the script tag beginning with <script>. I checked this troubleshooting article a verified the code on https://messagecardplayground.azurewebsites.net/ and it was successful. Both survey questions are listed in the source code, so it seems like it is pulling the data, but the questions are not displaying in the email message itself. Here's what I am (or am not) seeing in my email. I checked the web version of the email and it is not displaying either.
Any suggestions on what I could be missing? If you can offer any suggestions, I'd greatly appreciate it.
Pranesh,
Thank you for your assistance with this.
Yes, this video shows what I have setup in my instance and the embedded survey that I was expecting to see.
Here is the source code of the email that is received. The highlighted blue is not visible in the email.
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<html><head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8"></head><body><html>
<body>
</html>
</body>
<div style="background: SteelBlue; color: white; width: 100%; font-size: 18px;"><br></div>
<div style="background: SteelBlue; color: white; width: 100%; font-size: 18px;"><span style="font-size: 10pt;"> <img style="vspace: 10px; hspace: 5px; align: center;" src="cid:snc-logo-reverse.pngx@SNC.758e1ddb2da539c2" alt="" align="middle" hspace="5" vspace="10"><strong>
<span style="font-family: arial, helvetica, sans-serif;">IT Service Management</span></strong></span></div>
<div style="background: SteelBlue; color: white; width: 100%; font-size: 18px;"><span style="font-family: verdana, geneva;"> </span></div>
<div style="margin-left: 10px;">
<p><span style="font-family: verdana, geneva; font-size: 14pt;"><strong>How did we do?</strong></span></p>
<p><span style="font-family: verdana, geneva; font-size: 9pt;">We hope we were able to resolve your issue with <strong>Incident: INC0284017</strong>. <br><br>We’re constantly striving to provide excellent service and would love to get your feedback with a brief survey. Here's a reminder of what your incident was about:</span></p>
<hr>
<div style="margin-left: 10px; font-family: verdana, geneva; font-size: 9pt;"><div><br><strong>Short Description:</strong> Issue with new Partner Portal site - PPID = Testing Survey #2 - embedded survey</div><div><br><strong>Additional Details:</strong> Specify application the user is experiencing issues with and the users Partner Portal ID. Applications available through Partner Portal are: RMS, ASAP, LZBOnline, Screen Test and PayConnexion</div><div> </div></div>
<hr></div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"><br></div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"><script type="application/adaptivecard+json">{"type":"AdaptiveCard","version":"1.0","originator":"130e10fd-f029-4b15-9afe-080d08b1b932","padding":"none","expectedActors":["first.last@la-z-boy.com"],"hideOriginalBody":true,"body":[{"type":"Container","style":"emphasis","padding":"default","items":[{"type":"TextBlock","text":" \r\nHow are we doing?\r\nThank you for taking a moment to answer a few simple questions about your recent interaction with IT.Your input is greatly appreciated!\r\n\r\n","size":"large","wrap":true,"color":"default"}]},{"type":"Container","style":"default","separator":true,"spacing":"none","padding":"default","items":[{"type":"TextBlock","text":"ServiceNow Incident Satisfaction Survey #2","weight":"bolder","size":"medium"},{"type":"Container","items":[{"type":"TextBlock","wrap":true,"text":"(Mandatory) How satisfied are you with the solution/work-around that was provided?"},{"type":"Input.ChoiceSet","id":"8964db00db1eec10e54e52ea48961956","style":"expanded","isMultiSelect":false,"choices":[{"title":"Extremely Satisfied","value":"4"},{"title":"Satisfied","value":"3"},{"title":"Neutral","value":"2"},{"title":"Disssatisfied","value":"1"},{"title":"Very Dissatisfied","value":"0"}]}]},{"type":"Container","items":[{"type":"TextBlock","wrap":true,"text":"(Mandatory) Overall, how satisfied are you with your recent experience with IT?"},{"type":"Input.ChoiceSet","id":"c164db00db1eec10e54e52ea48961957","style":"expanded","isMultiSelect":false,"choices":[{"title":"Very Satisfied","value":"4"},{"title":"Satisfied","value":"3"},{"title":"Very Dissatisfied","value":"0"},{"title":"Neutral","value":"2"},{"title":"Dissatisfied","value":"1"}]}]}]},{"type":"Container","style":"default","separator":true,"spacing":"none","padding":"default","items":[{"type":"ActionSet","actions":[{"method":"POST","title":"Submit","type":"Action.Http","headers":[{"name":"Content-Type","value":"application/json"}],"url":"https://xxxxxxxx.service-now.com/api/sn_ms_oam/oam/survey","body":"{\"ASMTQUESTION:8964db00db1eec10e54e52ea48961956\":\"{{8964db00db1eec10e54e52ea48961956.value}}\",\"ASMTQUESTION:c164db00db1eec10e54e52ea48961957\":\"{{c164db00db1eec10e54e52ea48961957.value}}\",\"type\":\"survey\",\"sysparm_instance_id\":\"0564db00db1eec10e54e52ea48961955\",\"sysparm_action\":\"submit\"}"}]}]}]}</script></div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"> </div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"><a href="https://xxxxxxxxx.service-now.com/sp?id=public_survey&instance_id=0564db00db1eec10e54e52ea48961955">Take me to the Survey</a></div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"><br></div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;">To view the survey directly: </div>
<div style="font-family: verdana, geneva; font-size: 9pt; margin-left: 10px;"><div>Click here to <strong><a href="https://xxxxxxxx.service-now.com/sp?id=public_survey&instance_id=0564db00db1eec10e54e52ea48961955">Take Our Survey</a></strong></div><div></div></div>
<div style="margin-left: 10px; font-family: verdana, geneva; font-size: 9pt;">
<p>If you have other incidents with us, you will have a chance to rate us for each of those separately. Thank you for your time. We appreciate it!</p>
<p><span style="font-size: 12pt; font-family: comic sans ms, sans-serif;"><em>Your IT Team</em></span></p>
<p><br></p>
<p><span style="font-family: verdana, geneva; font-size: 9pt;"><em>This is a computer-generated email. Please do not reply to this email as the mailbox is unattended.</em></span></p>
<div><br></div>
</div><div> </div><div style="display:inline">Ref:MSG2221032</div></body></html>
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Below is the email notification setup within my ServiceNow instance:
How did we do?
We hope we were able to resolve your issue with ${trigger_id}.
We’re constantly striving to provide excellent service and would love to get your feedback with a brief survey. Here's a reminder of what your incident was about:
If you have other incidents with us, you will have a chance to rate us for each of those separately. Thank you for your time. We appreciate it!
Your IT Team
This is a computer-generated email. Please do not reply to this email as the mailbox is unattended.
