Hi @chandan2212 ,
This issue usually happens when the survey is restricted to specific users or roles, and the user who is clicking the survey link does not have the required access.
You can check the following points to resolve it:
- Go to the Survey record and verify the User criteria or Roles configured. If the survey is restricted to certain users, groups, or roles, users outside that criteria will see the “You are not authorized to take this survey” message.
- Make sure the survey is active and published and the trigger condition is correct.
- Check whether the survey is configured for Logged-in users only. If users are opening the link from Outlook without being logged into ServiceNow, the system may block access. Ask users to log in first and then open the survey link.
- Verify the survey instance and ensure it is generated for the correct user (check the User field in survey instance table).
- Also confirm that the email is being sent to the same user who is supposed to take the survey.
A quick test would be to open the survey link while logged into ServiceNow with the same user and see if it works. If it works after login, then the issue is related to access or user criteria configuration.
Hope this helps. Let me know if you can share the survey configuration or screenshot for further guidance
