Survey Management and data gathering

smcgrath44 · ‎01-20-2015

We are having some challenges with the Survey Management application and wanted to reach out to the community and see if we are alone or not. We want a survey sent out to each user upon resolution of a ticket. The information that we would like to get back goes well beyond the questions and answers in the survey. We would also like to get the following:

Technician who resolved the ticket
The Assignment Group that the resolving tech is a member of for the ticket
Business Service, Category and CI information that can be reported with survey data

We on on Eureka. We have been legacy surveys and want to utilize the new survey tool that ulitize the assessment and metrics tables. Does anyone out there have a similar challenge and or solution to this? Much thanks!

Steve McGrath

ServiceNow Administrator

Harvard Business School

TrevorK · ‎01-20-2015

We have just implemented surveys ourselves...or assessments...or whatever you want to call them. We opt'ed to use the new survey/assessment features and not legacy surveys, even though when we went through it legacy surveys seemed much easier. Our choice was based on a suspicion that legacy surveys would not see future development, whereas assessments would.

My post below will be based on using Assessments (Survey Management module), however I can reference the Legacy Survey's if you need.

I believe we are doing everything you want to do - we are sending out an email upon resolution of a ticket. I will walk you through our steps, and let me know which numbers you want me to go into further detail:

1) Upon closure of an Incident or RITM, we determine if a survey is required. For example, we do not want to survey students and there are certain assignment groups that do not receive a survey. We use a flag on the TASK table that we fill in if a survey is required.

2) Our notifications are two-tiered. We send a normal "Your Incident has been resolved" if our "Survey Required" flag is false. This comes off the Incident table. If "Survey Required" is true, we send a notification off of the Assessment Instance table. Because the Assessment Instance has "Trigger ID" (a field that contains the sys_id of the record calling it), we use a Mail Script to lookup the associated Incident or RITM information based on the sys_id. We then send out a "Your Incident has been resolved" email similar to above, however it is from the Assessment Instance table. We include our survey specific information in it (we use some cool graphics to entice them to click on the survey) and the Incident/Task information, which is obtained through the mail script.

3) Client takes the survey, we then do a custom table to transform the results into a format that is much easier for management to handle (a table where each row contains the questions/answers, rather than the ServiceNow format of each row being a question). We have some reporting we need to do based on the results of a specific question, and this kept it the "prettiest" for management and the most functional for our user base. The table just updates upon a survey changing to "Complete". Because we have the "Trigger ID" value (which again is the sys_id of the incident/task that called it), we can reference who the analyst was that did the ticket, the business service, etc.

Just in case anything does not make sense, I have attached a screenshot of our survey invitation email. It is run off the Assessment Instance table. While we do not show the CI/Business Service/etc., I think the other fields we pull demonstrate that we can pull those fields too.

If you have any further questions, feel free to post them. Or send me a message privately/email me and I can go into it further. We personally found the new Assessment module a bit overwhelming at first and it took longer than expected to develop it into something usable. But I think our stats are at a 12% response rate, so we must be doing a good job (our research department indicates this is a good response rate for unsolicited electronic surveys).

My apologies - I realize this is a bit long but I was unsure where exactly you were looking for feedback.

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1000772 · ‎01-14-2016

This info has been extremely helpful and I am glad you are willing to share. Here is my problem and I hope you can help. I created a new survey, not legacy. The questions have better options in the new survey tool. The survey is delivered upon resolution to all incidents and we are collecting survey responses. The problem it I can't find the table to report on the results. When I use the standard reporting tool and am asked for which survey to use, I get a list of only the legacy surveys. Everything is fine, if I could just determine how to get to the results. I hope you can help and thanks again for your effort. I hope they improve this tool in future releases and by the way I am on Fuji.

Shane J · ‎01-14-2016

Do you mean 'Metric result' (asmt_metric_result)?

1000772 · ‎01-14-2016

I'm just trying to find the table where the new survey results are located. I'll take a look at this table and see what I can find. Thanks.

1000772 · ‎01-14-2016

I looked and cannot find that table. I was able to find a survey instance with answers, but not directly from a report.

Shane J · ‎01-14-2016

Do you see this in the App Navigator?

All I did was click on 'Survey Responses' to get to the table.