question Multiple Surveys generated in HRSD forum

Multiple Surveys generated

manjyotsingh — Thu, 09 Feb 2017 04:33:27 GMT

Hi All,

We have surveys that gets generated once HR case state is changes to Closed complete. However, I could see two surveys being generated.

Couldn't find any issue with the Trigger conditions.

I have checked activity on the HR case, and could see 'Close Complete' state being generated twice. I think this is what has triggered two surveys, but unable to find the reason behind multiple activity for the same state. I have checked other cases as well, but this doesn't happens for all, but only for few cases.

Regards,

Manjyot

Re: Multiple Surveys generated

Sumanta Sathua — Thu, 09 Feb 2017 22:04:11 GMT

Navigate to asmt_assessment_instance and search with the survey number . Verify the column "trigger Condition" for both the survey . From there you can confirm if both the survey generated due to trigger condition.

Re: Multiple Surveys generated

manjyotsingh — Fri, 10 Feb 2017 00:02:11 GMT

Hi Sumanta,

Thanks for your response.

I am quite new to Service now so struggling a bit apply your suggestion. So as per your suggestion I went to Table>>asmt_assessment_instance , but when in next screen I can only see column label, type, reference and so on. Not sure how to search for Survey number from this screen.

Re: Multiple Surveys generated

manjyotsingh — Fri, 10 Feb 2017 02:32:35 GMT

Hi Sumanta,

Also I have tried running a report on asmt_assessment_instance and could find Assessment Instance numbers for both Surveys. Under Trigger ID, both has got same case number. But even here I couldn't find anything relating to trigger condition.

Re: Multiple Surveys generated

Sumanta Sathua — Fri, 10 Feb 2017 18:51:53 GMT

1)Navigate to table asmt_assessment_instance.list

2) Add the corresponding field in order to display under the related list as below

Search the instance number under the search lis as below .

Re: Multiple Surveys generated

manjyotsingh — Mon, 13 Feb 2017 00:55:37 GMT

Hi Sumanta,

Thanks for the providing detail information.

I have checked and there are two instances created for one single case and both shows same trigger condition

Instance 1

Instance 2

I saw the case which has generated these surveys and could see that close complete status is updated twice. Please see below case history and believe this is what is triggering multiple surveys.

Any idea how to track the reason for double state change?

Re: Multiple Surveys generated

Community Alums — Mon, 13 Feb 2017 13:37:27 GMT

Hi Manjyot,

i dont think there is anything wrong with the survey assesment table.i think there is some code running in your case table which is triggering the closure immediately after the normal closure is triggered. Check your case table for any server side code which is doing so.

Thanks,

Arun

Re: Multiple Surveys generated

manjyotsingh — Tue, 14 Feb 2017 05:23:07 GMT

Hi Arun,

Thanks for the details.

I tried checking for tables and rules which are changing the state and could find one table and one rule.

So there is a table ,and this table has a business rule, which I believe triggers the state change from Awaiting acceptance to Close complete.

However, I could find one business rule, unable to read it through, but believe it is trying to change the state from Awaiting acceptance to Close complete.

Not sure if both of these are different rules or part of one.

Re: Multiple Surveys generated

Community Alums — Tue, 14 Feb 2017 05:29:30 GMT

Hi Manjyot,

Try deactivating this code and do the closure manually and check if they survey is triggered twice.

Arun

Re: Multiple Surveys generated

Sumanta Sathua — Tue, 14 Feb 2017 18:27:51 GMT

You can take any existing survey and apply the trigger condition and the code step by step in order to check if its triggering twice .

Re: Multiple Surveys generated

Nitin_NOW — Fri, 24 Mar 2017 15:06:29 GMT

Hey Guys

I have the same issue with duplicate survey for Incidents. Our survey is triggering twice one with blank page ( without any details in it ) and one is the proper survey page. Weird thing this is happening only in prod but not in sub prod instances which is hard to find out or replicate. We recently cloned our Dev and Test instance from prod but the issue is not replicated in either of the instances. We have only script include Incident closed survey for this and one business rule which triggers notifications for all surveys in our instance. I'm not sure where is the issue and what to find as this is only happening in prod. I have compared my scrips and rules of prod instance with our sub prod instances but everything seems to be same no code difference nothing etc. In one of the above thread i read to find the trigger iD by navigating to assessment table. But when i did that, i don't see any record in recent days and the latest record i see 'Due Date' was in 2015 and trigger id column in empty for all these records.

Just wondering if any one found the solution for this thread?

Regards!

Re: Multiple Surveys generated

Marta_Waw — Wed, 01 Dec 2021 21:39:27 GMT

I noticed this issue after an upgrade to Rome.

Please, refer to this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830680.

One way to fix it is to "edit your Trigger Conditions so the repeat interval is set to something greater than 1 second."