Field dot walking in introduction notes of surveys is not working

MehakA · ‎06-08-2023

Hello,

I have created new survey for Incident and for that, I have put the below value as Introduction notes in surveys. I am using new Assessment and Surveys and I am triggering the survey through trigger condition.

“We recently resolved/completed "${trigger_id.number}" – "${trigger_id.short_description}" for you and we would like to capture your feedback to help us improve the service we provide.”
This introduction is rendered properly for Outlook Surveys(Outlook Actionable Messages) and is working fine but in Native and Service Portal, it is not rendering properly. Below are the screenshots.

Can anyone please guide me why this is coming like this and how we can fix this.

Survey:

Outlook:

Service Portal:

Native ServiceNow:

Thanks & Regards,
Mehak Arora

AB3 · ‎06-08-2023

From the provided text, it seems that you are using variables (${trigger_id.number} and ${trigger_id.short_description}) within the introduction notes of your survey. However, when the survey is rendered, the variables are not being replaced with their corresponding values.

To fix this issue, you need to ensure that the variables are properly evaluated and substituted with their actual values. Here are a few steps to help you troubleshoot and resolve the problem:

Check variable availability: Verify that the variables trigger_id.number and trigger_id.short_description are available in the survey context. Make sure they are passed correctly when triggering the survey. Check the trigger condition or survey configuration to ensure that these variables are correctly referenced.
Survey template configuration: Review the survey template configuration to ensure that the variables are correctly mapped to their corresponding fields. In the survey template, check if the introduction notes field is configured with the appropriate variables or field references.
Variable value retrieval: Confirm that the variables trigger_id.number and trigger_id.short_description contain valid values at the time of survey triggering. You can test this by outputting their values before triggering the survey to ensure they are populated correctly.
Variable formatting: Ensure that the variables are properly formatted within the introduction notes text. Make sure there are no extra spaces or special characters causing issues with the variable substitution. You can also try simplifying the introduction notes text by removing any special formatting or characters to see if the variable substitution works in its simplest form.
Test in different contexts: Try triggering the survey in different contexts, such as from the Incident form, to see if the variables are correctly replaced with their values. This can help determine if the issue is specific to the trigger condition or if there is a broader problem with variable substitution in the survey.
Debug and log: Enable logging or debugging mechanisms to capture any errors or warnings related to variable substitution or survey rendering. Check the system logs or any custom logs specific to the survey functionality to gather more information about the issue.

If these steps do not resolve the problem, I recommend reaching out to the ServiceNow community, support forums, or consulting with your ServiceNow administrator or development team for further assistance. They can review your specific survey configuration, variable usage, and survey triggering mechanism to provide more targeted guidance and troubleshooting steps.

For asking ServiceNow-related questions try this :
For a better and more optimistic result, please visit this website. It uses a Chat Generative Pre-Trained Transformer ( GPT ) technology for solving ServiceNow-related issues.
Link - https://nowgpt.ai/

For the ServiceNow Certified System Administrator exams try this :
https://www.udemy.com/course/servicenow-csa-admin-certification-exam-2023/?couponCode=NOW-DEVELOPER

View solution in original post

AB3 · ‎06-08-2023

From the provided text, it seems that you are using variables (${trigger_id.number} and ${trigger_id.short_description}) within the introduction notes of your survey. However, when the survey is rendered, the variables are not being replaced with their corresponding values.

To fix this issue, you need to ensure that the variables are properly evaluated and substituted with their actual values. Here are a few steps to help you troubleshoot and resolve the problem:

Check variable availability: Verify that the variables trigger_id.number and trigger_id.short_description are available in the survey context. Make sure they are passed correctly when triggering the survey. Check the trigger condition or survey configuration to ensure that these variables are correctly referenced.
Survey template configuration: Review the survey template configuration to ensure that the variables are correctly mapped to their corresponding fields. In the survey template, check if the introduction notes field is configured with the appropriate variables or field references.
Variable value retrieval: Confirm that the variables trigger_id.number and trigger_id.short_description contain valid values at the time of survey triggering. You can test this by outputting their values before triggering the survey to ensure they are populated correctly.
Variable formatting: Ensure that the variables are properly formatted within the introduction notes text. Make sure there are no extra spaces or special characters causing issues with the variable substitution. You can also try simplifying the introduction notes text by removing any special formatting or characters to see if the variable substitution works in its simplest form.
Test in different contexts: Try triggering the survey in different contexts, such as from the Incident form, to see if the variables are correctly replaced with their values. This can help determine if the issue is specific to the trigger condition or if there is a broader problem with variable substitution in the survey.
Debug and log: Enable logging or debugging mechanisms to capture any errors or warnings related to variable substitution or survey rendering. Check the system logs or any custom logs specific to the survey functionality to gather more information about the issue.

If these steps do not resolve the problem, I recommend reaching out to the ServiceNow community, support forums, or consulting with your ServiceNow administrator or development team for further assistance. They can review your specific survey configuration, variable usage, and survey triggering mechanism to provide more targeted guidance and troubleshooting steps.

For asking ServiceNow-related questions try this :
For a better and more optimistic result, please visit this website. It uses a Chat Generative Pre-Trained Transformer ( GPT ) technology for solving ServiceNow-related issues.
Link - https://nowgpt.ai/

For the ServiceNow Certified System Administrator exams try this :
https://www.udemy.com/course/servicenow-csa-admin-certification-exam-2023/?couponCode=NOW-DEVELOPER

MehakA · ‎06-08-2023

Hello,

I have confirmed that the variables trigger_id.number and trigger_id.short_description contains valid values. Because when I received survey in outlook, then values are coming correctly with incident number and short description but only in Service Portal and Native ServiceNow, it is not working.

Regards,

Mehak Arora