Surveys - Trigger condition to send Survey for Interactions if no Tasks have been associated (Incidents and Requests)

[StefanoZ]

Hi All,

I would like to know if anyone attempted to create a survey on IMS Records that trigger only if no Incident or Request is associated to IMS Record.

Is this somehow feasible? I tried to reach this result working on Interaction and Interaction_related_record table with no luck.

Our main goal is to avoid kick-off of a doubled survey since that we've a separate survey based on Incident and sc_request table.

[Willem]

Hi Stefano,

Not sure what an IMS record is. However, using Trigger conditions you can specify for any table what conditions

will trigger the Survey:

Under Conditions you can specify the condition. Like:

x | is empty AND

y | is empty

Like so:

Let me know if this helps.

If you need additional help, please share screenshots of what you have already tried. That helps us understand your question.

[StefanoZ]

Hi Willem, We have adopted Interactions (IMS records) as first touchpoint for users with our Tier I IT support.

If issue requires more complex troubleshooting then Tier I will raise an Incident from Interaction( that will be closed in the meanwhile).
We already have a survey X based to Incident and Sc_Request Table.

We want to implement a Survey Y for Interactions but avoid that Users will starting to receive one survey from X and one from Y if an Incident or Request is raised from Interaction record.

If Incident or Request is raised from Interaction only X should kick-off Survey.

[Willem · Accepted solution]

I think then you will need to add a condition to the business rule that is created when you create a trigger condition:

- Query your Incidents and requests appropriately. If incident/request found, do not trigger the survey:

function onAfter(){ 
	var grI = new GlideRecord('interaction');
	grI.addQuery("<your query>");
	if (grI.hasNext()) {
		return;
	}
	//survey trigger
}

Is this something you can do?

[Michael Domke]

This solution works great, but there is a drawback. If there is ever a need to update the Trigger Condition, the associated business rule is basically recreated so you'll lose whatever customizations were added directly to the original business rule.

I have a similar need to reach into related tasks not available at the Trigger Condition condition level to evaluate if the assessment should be created. The business rule was a light bulb moment and worked great ... until I updated the Trigger Condition. Light bulb dimmed at that moment 😞 

Michael