Survey URL issue

GMoon · ‎02-06-2024

Hi all,

We have begun testing our surveys and have run into a snag. The snag being that when a user clicks the survey url within the email, it does not route to that specific ticket survey. It is going to a survey but not the one pertinent to their ticket. Our config is as follows:

Ticket is resolved, email notification is sent. Within the email notification we have a mail script containing the url to the survey, obtained from the 'View survey URL' related list.

Does anyone know where the issue lies? Thanks!

Harish KM · ‎02-06-2024

Hi @GMoon in that case create a new email script with below code and call this script in your notification. I assume your notification is on assessment_instance table.

Script:

//esc = portal URL

var url = 'esc?id=take_survey&instance_id=';

var link = '<a href="'+ gs.getProperty('glide.servlet.uri') + url + current.sys_id + '">' + 'Click here to start the survey' + '</a>';

template.print(link);

Regards
Harish

View solution in original post

Harish KM · ‎02-06-2024

Hi @GMoon I think the issues lies with Survey URL, In URL you need to pass the sysid of the survey record which is failing at current testing.

Regards
Harish

GMoon · ‎02-06-2024

Hi @Harish KM , thanks for your response.

I believe your are correct. Do you have the knowledge on how I may configure it correctly?

Harish KM · ‎02-06-2024

Hi @GMoon there is OOB email scripts which gives the survey url check this

Email script name: survey_url_script

Regards
Harish

GMoon · ‎02-06-2024

Yes, I have located that. What should I do with it?