Problem
Users rated the CSAT survey from the email and got "Something went wrong. Please try again later." It worked fine when we impersonated them.
Root cause
The survey notification had an Outlook Actionable Message card (mail script include_survey_actionable). Users rated inside Outlook, not on the survey page. The card's REST calls (/api/sn_ms_oam/...) stopped reaching the instance, so every card submit failed. Impersonation opens the web link instead, so it never showed the error.
How to confirm
- Check syslog_transaction for URLs containing /api/sn_ms_oam/.
- If the calls drop to zero while survey invites continue, the card is the cause.
Fix
- Remove the actionable card mail script from the survey notification.
- Keep the normal survey link.
- Check other notifications for card mail scripts (survey and approval).
- Test with a newly resolved ticket.
Tip: Set the survey trigger to state CHANGES TO Resolved to avoid duplicate surveys.
Hope this helps. Happy to share more details if needed.
