Survey URL issue

[Gem Edwards]

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]

Hi @Gem Edwards you could call this notification email script inside your survey notification which will provide you the survey link

[Harish KM]

Hi @Gem Edwards the below is the syntax. Place the below code in your notification

${mail_script:survey_url_script}

[Gem Edwards]

Thanks for your continued support.
I have a slight issue calling the OOB script as we have images of multi coloured thumbs in the existing script, which don't pass into the notification if I use the OOB (see below for comparison)

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[Harish KM · Accepted solution]

Hi @Gem Edwards 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);

[Gem Edwards]

Thank you for the script. Our notifications can go from two tables, incident and sc_req_item.

Can you script above be converted to work against those two tables?