survey scheduled period or repeat interval to only send one survey per user per 60 days

zig2
Kilo Explorer

‎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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2 REPLIES 2

ryanlitwiller
Giga Guru

‎03-06-2020 12:51 PM

hey @zig did you ever find a solution for this?

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Salvador Marcha
Kilo Guru

‎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):

  1. At the Task table, create a custom filed called "Survey User" (reference to User table)
  2. 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)
  3. 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.
  4. ...and I told him 'Good luck' 🙂

(Just sharing...I hope it help him)

Thanks,

Dor

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