How to configure survey notification ?

[prash4]

I have configured OOB survey for service request. and created a trigger table for that. below is the table.

and a notification is being sent out to the user as below snap

Here ask is to send  notification on RITM instead of catalog task. how can i configure this ? 

[Allen Andreas]

Hi,

You'd change the table to RITM instead of catalog task.

End-users don't normally engage on that level anyway and are normally guided to the RITM level.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[prash4]

Hi @Allen Andreas I did tried to change the table to sc_req_item in trigger condition and no notification is being sent out to the user. how can i acheive this ? am i missing out anything in notification ? 

[Allen Andreas]

Hello,

The survey will only be sent out once the trigger condition is met.

Also, if you change the table, then you should change the "User field" as well (or at least review it).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jaspal Singh]

Hi Parsh,

You need to look for notificaiton & update it to inclue RITM number instead in the body of notification.

Also, as rightly pointed by Allen usually RITMs are used to take a survey on & not catalog tasks. However, if you still need you need to modify the notification body instead.