survey scheduled period or repeat interval to only send one survey per user per 60 days
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‎06-04-2019 08:24 PM
We have a Customer Satisfaction Survey which we send out following trigger conditions on incident and u_request tables. The repeat interval is set to 60 days.
Here is the issue: the trigger conditions are independent of each other and for each 60 days one survey for a user will trigger when an incident is closed and one survey will trigger when a request is closed. We do not want that, we just want one survey, per user, per 60 days.
Service-now support suggested using the schedule period on the survey and that does work, but it only has a few preset options including weekly monthly and yearly, but not bi-monthly.
Service-now support has also advised that there is no way to add a custom scheduled period.
Has anyone had a similar issue and if so have you been able to devise a workaround?

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‎03-06-2020 12:51 PM
hey
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‎06-03-2022 09:59 AM
Hi,
My colleague asked me this today. Here's my 2-cent (and it has to be tested too):
- At the Task table, create a custom filed called "Survey User" (reference to User table)
- At the Task table, create a Business Rule that auto-populates this custom field with the value from 'Caller' if the Task Type is Incident OR 'Requested For' [from the REQ table] if the Task Type is 'Requested Item' (RITM)
- On the Survey's Trigger Condition, use Survey User custom field in the User Field and the Condition would be pointing to either closed Incident OR completed Requested Item.
- ...and I told him 'Good luck' 🙂
(Just sharing...I hope it help him)
Thanks,
Dor