Having issues with custom survey not triggering

[Kenny Mitchell]

Hello,

I am attempting to create a New Survey that triggers when an Incident goes into "Acknowledged".

However, no Survey is generated when I check the "Ready to take" search.

Survey Info:

Trigger Condition

Removing the names for obvious reasons, but essentially when any member of our L2 staff Accepts an Incident, we want that L2 staff member to receive a survey. The goal is to provide immediate feedback on the effectiveness of the L1 team. This will then lead into the Coaching Module based on results. But cannot get the survey to properly trigger.

I know that my Assigned to>Manager criteria is correct, as I can use it in other reports and Incident searches to properly return results.

Testing via:

- Ticket gets assigned to L2 group ('Open' status)

- L2 agent assigns ticket to self ('Assigned' status)

- L2 agent clicks Accept ('Acknoweldged' status)

At that point, I am expecting the survey to trigger for the L2 agent that picked up the ticket, but it does not.

Anything I might be missing here?

Thanks,

Kenny

[bammar]

Interesting.. Well I hope they wont get annoyed with all the emails once you fix this haha

I may not answer perfectly (but maybe add food for thought) - if my ideas are not correct ill be curious myself on how to fix the way you have it. 

I know in Notifications - there is a checkbox do not send to event creator... Could this also apply as essentially the user that triggered the event is the same user that needs to take the survey - 

I know the below is not the use case but..

Ok so i think the key words i read where Level 1 and Level2

if the Level 1 on insert assigned to agent at level2- then the last condition CHANGES may not apply as the old value never existed in database.

Im sure alot of agents will consider this double work if they must answer a survey for every ticket they work unless they seldom get tickets- you may want to consider- Have a fixed link to the Survey any agent can go to maybe even a related list at the bottom of every incident they get- when they hit NEW the incident gets related automatically and they can answer- you would encourage them to do this on Incidents that were perfect or incidents that had critical issues in terms of process or documentation by level 1 

The encouragement to do this would be A. reinforcing good habits and providing feedback for the bad in hopes of improvement and making things easier for L2

[shloke04]

Hi @Kenny Mitchell 

Couple of things to look at:

1) Can you check in Event log if your survey is getting trigger or not.

Navigate to Event Log module and can you check if there was a event being recorded in the log table or not.

2) Can you remove all the conditions from the Survey trigger and just keep State Changes to Acknowledge and see what happens? Does the survey gets triggered or still the same issue.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Kenny Mitchell · Accepted solution]

Resolved this by using two criteria

Assignment Group >> changes from >> "AG that ticket will always start in"

and

Assignment Group >> changes to >> "AG that ticket is routed to"