Survey Trigger Conditions to send survey after Resolved

[mhinson]

Hi,

Wonder if someone can advise me on how to build the conditions for a Survey Trigger to delay the survey being sent.

I would like the Survey to be sent an hour after the Service Desk resolves the Incident , I have the following 3 Conditions: -

Assignment Group = "Service Desk (Global)"

State = "Resolved" AND

Resolved "at or before" "Last Hour"

I cannot get the Hour delay logic, using the operator "at or before", to work.

If I removing the "at or before" Condition the Trigger fires at the same time as Resolve (as expected), add the Condition and the Triggers does not fire at all.

I am not imposing any random triggers or repeat intervals, this Trigger was initially built on Fuji, now in Helsinki.

Am I using the wrong operator?

thanks, Mark

Message was edited by: Mark Hinson

[Harsh Vardhan]

Hi Mark,

For the at or before and at or after filters, use midnight as a start or end point.

For example, if you filter a list of incidents created at or after Yesterday, the resulting list shows all incidents created at midnight yesterday or later.

If it is Thursday August 7 and you filter a list of incidents created at or before Last week, the resulting list shows all incidents created at and before midnight on Sunday August 3, which is the end of last week.

Also checked the trigger randomly.

Trigger randomly

Probability (%) :100

Thanks,

Harshvardhan

PS: Hit like, Helpful or Correct depending on the impact of the response

[mhinson]

hi Harsh Vardhan,

Thank you for your prompt reply.

I was looking for a way to send the survey at +1 hour after Resolved date/time.   And to do that was interested to know if the operator "at or before" was the correct approach to do this.

If as you suggest to use "Yesterday" with the "At or before" operator will that work any differently to using "Last Hour" which is what I am trying at the moment, albeit with a a longer delay if it fires.

thanks, Mark

[Harsh Vardhan]

Hi Mark,

Survey needs to be sent after a particular time

I am not sure "at or before" operator will full fill your requirement. basically you want to execute your survey at one hour after the resolution time.

Please check the above thread. i hope it will help you.

Thanks,

Harshvardhan