How to trigger survey only if the interaction record does not contain any related incidents

sath
Tera Expert

yesterday

Hi,

 

We need to trigger a survey only if the interaction record does not contain any related incidents. I don't think it would be possible to achieve this using trigger conditions. How to achieve this requirement?

 

Appreciate the assistance.

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glideFather
Tera Patron

10 hours ago

ahoy @sath,

 

survey can be triggered as per the given condition. The association between Interaction and Incident are defined at [interaction_related_record] table:

https://yourDomain.service-now.com/interaction_related_record_list.do

 

But if you create interaction, it will be without related incident, as incident might be created later after saved. So the trigger shouldn't be triggered based on interaction submission.

 

It can be perhaps scripted and most likely used in flow (haven't tried myself, it'd require investigation)


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