Incident Survey should get triggered when incident is resolved

[keval3]

Hello All,

1. Incident Survey should get triggered when incident is resolved

Please let me know how to do it

Regards

Keval

[Musab Rasheed]

Hi Keval, 1) Configure survey assessment 2) add trigger condition with state is 'resolved'. Please check OOB survey of incident of he cases to see how surveys are configured. Mark my answer as correct or hit like

[shloke04]

Hi @keval 

There is already a OOB Notification as mentioned below which trigger the Survey when Incident gets resolved.

Navigate to link below:

https://instance.service-now.com/nav_to.do?uri=sysevent_email_action.do?sys_id=be1a8cb6c0a8016600d5d5f018487cd4%26sysparm_view=advanced

Replace "instance' with your instance name.

Preview of this Notification:

So you can make use of this existing Survey which is OOB and trigger it when your Incident is Resolved as per steps below:

Open the Link of this Notification and add the condition as State Changes To Resolved as shown below:

You can also create a copy of this Notification and then make changes to it as well which would be a good approach.

Also if you want to change the Survey Question then just define it here in the module named "Survey Designer" and then append that survey in this Notification.

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

Regards,
Shloke

[Gunjan Kiratkar]

Hi @keval ,

You can follow the below steps:-

1) Goto view survey from application navigator

2) Then select your survey for the incident and go to Triggere Condition related list.

Click on the new button.

3) Select Table and add condition as state changes to resolve.

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Gunjan Kiratkar

Consultant - ServiceNow, Cloudaction

Rising Star 2022

[keval3]

Hi Gunjan,

How to check that the task is working or not I mean the Incident Survey get triggered or not?

Thanks & Regards

keval