Embedded Survey is not displaying in Email

[gloriarorke]

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.

[Pranesh072]

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.

Does your asmt_assessment_instance_script mail script contains following code

var html = new AssessmentUtils().getInstanceLinkHTML(current);
template.print(html);

Also check these articles

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750361

https://docs.microsoft.com/en-us/outlook/actionable-messages/send-via-email

[gloriarorke]

Hi Pranesh,

Yes, the asmt_assessment_instance_script mail script contains that code.

I had followed both articles prior to posting my question. I believe I included links to them in my question.

I'm beginning to think that our Office 365 administrator may have not enabled Outlook Actionable Messages for our location, as I can't see any other reason that this wouldn't work. Thank you for your help. I think I'm hanging up the towel on this one and will look into some other options.  

[gloriarorke · Accepted solution]

I have since found another article, for those that are still pursuing this issue, that my be of some help. The issue we experienced does not appear to be with our version of Office 365 configuration, but most likely something to do with the @service-now.com email account not working properly as a registered domain. I've already moved on to a different solution, but here is an article that may help. 

https://community.servicenow.com/community?id=community_question&sys_id=deda99ffdb8bab40fa192183ca96...

[binun]

Hello , 

Is there any solution on this. I am facing the same issue for CSS in email. 

Regards,

Binu

[Johan M]

Hello all, do you know if is possible to preview the email in ServiceNow? I'm testing in my PDI and tried to preview the email notification with the embedded survey but nothing comes up.

1. Clicking on the "Preview Notiication" button of the "Survey Invitation" notification: 
2. Clicking on the "Preview Email" on the email logs:
    

Really appreciate any hint. Thanks! 🙂