Trigger condition to limit one survey per incident

[joerasmussen]

We're using trigger conditions to send our callers a survey whenever an IT help incident is closed to track service satisfaction.  

Occasionally our help desk will reopen a closed ticket (whether or not that's best practice is another conversation), and we want to set a limit on the trigger condition so that if an incident is reopened and then closed for a second time, it won't send a second survey.  I'm stumped on how to enforce that limit.  

[Slava Savitsky]

I would suggest opening a ticket with ServiceNow support in order to find out why the field is missing from your instance.

[Ziaur Rahman1]

Hi Joe,

Now the only option we have without going into script part, that you create a new field in the dictionary for the same.   do not change the logical name of the reopen count-

See

Till the time you try this, Let me try through script.

Thanks

Ziaur Rahman

[shivanipatel]

Joe,

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