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02-06-2024 03:16 AM
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!
Solved! Go to Solution.
- Labels:
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ITSM
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ITSM: General
-
Notifications
-
Service Portal

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02-06-2024 04:45 AM - edited 02-06-2024 04:46 AM
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
Harish

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02-06-2024 03:23 AM
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.
Harish
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02-06-2024 03:40 AM
Hi @Harish KM , thanks for your response.
I believe your are correct. Do you have the knowledge on how I may configure it correctly?

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02-06-2024 03:46 AM
Hi @GMoon there is OOB email scripts which gives the survey url check this
Email script name: survey_url_script
Harish
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02-06-2024 04:03 AM
Yes, I have located that. What should I do with it?