Survey Frequency - Sent out when every 5th item is resolved/fulfilled/closed

[tnevins]

Hi everyone,

I have a client where I had to create a customer satisfaction survey (which is finished), but they want the survey to be sent out every 5th item that has been resolved/fulfilled/closed within the incident, requests, and work order tables.

They're also saying that the same person should not receive a survey within 30 days.

Would anyone be able to help out with this? Not sure how to go about doing it.

Thank you!

[Robert Maxwell · Accepted solution]

You'll need triggers for each of the tables. Use the condition builder to set the resolved/fulfilled/closed condition.

Set the repeat interval to 30 days, make Trigger randomly = true and set the probability to 20%.

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/assessments/task/t_Cr...

[mr_johntrierwei]

That will cause the Survey to be sent out randomly 20% of the time.

If the requirement is to "be sent out every 5th item that has been resolved/fulfilled/closed" you are going to need to script that in a business rule.  Using the MOD function (variableValue%5==0) will get you every 5th instantiation. Then just invoke the survey.