Survey not getting triggered Service Request Satisfaction Survey for table sc_req_item

[Mary]

Hello All-thanks for your patience with me:)
I have a requirement for surveys to be generated for completed requests
I'm using the OOB asmt_metric_type="Service Request Satisfaction Survey"

Ive added trigger as follows:
Table=sc_req_item
User Field= Request Requested by
Repeat Interval = 30 days
Related Field 1= Assigned To
Related Field 2= Assignment Group

State is Closed Complete or Closed incomplete and
Assignment Group is XXXX
or XXXX
or XXXX

1. doesn't seem to be triggering the survey upon completion of requests (completed the Task, RITM and Req closed complete)
2. When I Assign survey it is triggering the email notification and when I impersonate the requester it does show up under Self-Service > My Assessments & Surveys.
3. I'd also like to make the email notification to include the actual Request number associated to the survey request

see SS attached

thanks again!

[Ashutosh Munot1]

HI,

We dont specify any table when we create survey, it depends on trigger condition which survey should go and do you have notification for it or not.

Thanks,
Ashutosh

[Erik Johnson]

A few thoughts:

• Make sure your test users have an email address.
• Note that your repeat interval is set to 30 days.  
• • Repeat tests will either need to be with a new user or with repeat interval set to 0.
• Look for event 'notification_engine.process' in Event Log to confirm survey was triggered and further debug.

[Raffy1]

sc_req_item has always 'EMPTY' value on the Assignment Group which is on the sc_task unless you copied Assignment group of the sc_task is copied over to the sc_req_item record (customization).

That is the reason since your Trigger Condition filtered by Assignment Group too along with State.

[Aishwaryaaa_]

For OOB Request Survey, we need to change the table in notification(Request Survey).

In OOB request survey notification, the notification is defined on the table sc_request. So that it is not working. 

We need to change the table to Assessment Instance. so that notification will get trigger.

[AishwaryaS]

yes, in OOB notification table is given wrong