Feedback options within ServiceNow
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10-01-2014 07:51 AM
In our instance we are looking to open up an option on our self-service portal that will allow for customer feedback. Initially the thought was to have it be an incident but as time went on, that didn't seem to be such a great idea as that's more for break/fix type things. I probably should have made this a discussion as it's more looking for opinions or how other people have approached this within their systems.
What I'm thinking would be a decent plan of attack would to make a feedback button on our portal that opened a survey. The user could then take the survey and it was sent to a group that looked at the incoming feedback and they could log an incident for that person if that is something that's determined.
If anyone has any feedback or best practice type stuff, I'd greatly appreciate it.
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10-01-2014 07:53 AM
Hi, if you look at the UI Action, 'Take Survey', you could probably lift the code from that and replace with the sys_id of your default Service Desk/Feedback survey.
Marc
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11-05-2015 01:37 AM
Hi mguy,
Can you please help to us. Actually my requirement is user has to submit survey within email and response should be capture in servicenow. Can you please explain to us how to do this requirement.
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10-01-2014 08:20 AM
Other way, You can give a pop-up box, inside a record producer, that will create a enhancement . So it will be tracked easily.
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10-01-2014 08:25 AM
Create an enhancement? I may be missing something, but I don't remember an area in ServiceNow that houses enhancements. Have you set something like this up somewhere?
