Survey - How do i remove "This Survey is in regards to...." notification ?

[Jay88]

As you see on Screenshot on all our "NPS" on Incident they get this Notifiication saying "This survey is in regards to INCxxxx" I want that deactivated on my surveys.

How do I do that ?

Thanx in advance

[Harshit]

Hi Jonas,

There must be a script calling that message. (directly in the script or from system properties/messages)

You can search for this and comment that line. (you may also check if the script you are updating is OOB, if it is the same will be skipped in the future upgrades)

Regards,

Harshit

[Jay88]

Thanx for answer, This is completely OOTB but I havent been able to find the script. Any tip to how I do that ?

[Jay88]

Any clue at all how I go around finding this message/script?

[Steve Socha]

I would recommend searching through the sys_update_xml table (https://YOURINSTANCENAME.service-now.com/nav_to.do?uri=sys_update_xml_list.do). This table stores the payload for all updates preformed in the system. Here is a step by step process (assuming you have admin):

1. On the Customer Update table, open the filter and perform a search where the Payload attribute contains This survey is in regards

2. Apply the search. Did it bring up any records? If so, click on the most recent record

3. The form will display a large batch of text (the system update in XML format) and some other details.

4. Scroll to the bottom of the page. There will be a series of Related Links including one that says Show Related Record.

5. The associated form should be the script that can trigger the notification. If you do not find the correct script, return to the Customer Update table and check the next entry.

This method is especially useful because there are a few different tables that may trigger the message (Business Rules, Script Includes, Client Scripts, etc) and a few different attributes that could cause the message to appear (Scripts, Message attributes, etc.). This method searches through everything, instead of requiring the admin to scan multiple areas.