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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TrevorK · ‎01-21-2016

I have not seen anything that will reopen a survey when the response indicates "x". It doesn't mean it doesn't exist, I have just never run into it

I think I understand what you want - you want some logic in place so that if the user states they are unhappy the incident/request is reopened. All process suggestions aside, if that's what you want, I think you would be best off achieving it through a Business Rule that is watching the assessment table and when the condition is created, execute the reopening of the Incident/Request.

We are creating a custom table for reporting reasons, but if I were faced with the requirement of reopening the triggering record, I would do it immediately after the survey is completed rather than waiting for some sort of daily job to run. If the user stated they were upset and it were to reopen an Incident, this is something that should be looked at right away (in my opinion).

Additionally, I am not sure if I stated it above (and there are too many messages for me to go through) but if you are implementing something similar to us make sure you have Inbound Actions on the Assessment table. Remember, when you send out the survey it is coming from the Assessment table (not Incident or Request), therefore you want to have something in place to capture people who reply to that notification with their comments. Otherwise any replies are lost, which is no good because they might actually be in relation to the work not being completed (as an example).

jkydd · ‎01-22-2016

Very insightful, and I am glad you mentioned Inbound Actions. I also like the idea of going with a Business Rule rather than a Scheduled Job. I'm glad I asked before I started scripting! I will begin my business rule and hopefully achieve the result I [my client] desires. Thank you!

Nani6 · ‎04-06-2016

Hi Trevor,

I am new to ServiceNow. We have a requirement to create a survey for INC and REQ, we are using Eureka version. Our requirement is almost the same as yours, I have to create smiley faces on survey emails, would you mind sharing your code or tips?

Thanks

Shrikanth

TrevorK · ‎04-06-2016

Which part are you having trouble with? My first reply goes through the series of steps you need to enable the functionality you are looking for.

I cannot exactly post all the code required - there are too many different pieces to this puzzle. Luckily some have been fixed with newer releases of SN, such as I believe the ability for a user to have multiple surveys. But the entire survey piece as we use contains many different pieces from notifications, UI pages, business rules, custom scheduled job, etc.

If you are just looking to create the smiley faces - that is simple. Inside your notification you have the ability to use HTML - so we just created a simple 3 cell table and put clickable pictures inside each cell of the table. When you click on the picture it takes you to our survey and accepts the parameter of what smiley face you clicked on (so each smiley face has a different parameter it passes in).

sasi5 · ‎09-20-2016

Hi Trevor, can you help me with the below thread, im facing issues with inserting the response to my custom report table

Survey URL parsing error in email notification