Surveys Not Triggering

Nia McCash · ‎11-16-2016

I created a Survey (with Trigger Conditions) on a dev instance and moved it over to our production instance via update set. The Surveys are NOT triggering on the production instance and I'm not sure why. Has anyone run into this before?

I verified that the survey configurations were migrated to the production instance correctly. All Trigger Conditions and Business Rules are there but not executing.

Nia McCash · ‎12-07-2016

I finally received an answer from HI support and it seems the root cause of my issue is that I was missing an asmt_assessable_record. HI support's response was:

I noticed that there's a missing asmt_assessable_record for the survey on your developer instance. Without this record, linking to the survey, the trigger will never fire because it doesn't realize there's records to assess.

I noticed that the missing was NOT captured in an update set (not sys_update_xml entry created).

View solution in original post

Sumanta Sathua · ‎11-17-2016

Go through the link Migrating Surveys - ServiceNow Wiki and Migrating Surveys - ServiceNow Wiki . Note :Trigger conditions are comparable to survey conditions in legacy surveys. If you migrate a legacy survey that has survey conditions, ensure they are deactivated before you recreate them as trigger conditions.

Try to assign the survey manually and check if its creating the instance . Also Can you paste the screenshot of the trigger condition ?

Nia McCash · ‎11-18-2016

We are on Helsinki and the survey was created in Helsinki using the new (not legacy) survey functionality.

Survey triggers started to work after we assigned a survey manually. I'm not sure why this is. Any insight or explanation would be greatly appreciated.

Sumanta Sathua · ‎11-18-2016

Was this happening for all the surveys or only migrating survey through update set ? Try to create a new survey and check if trigger condition working fine without assigning the survey manually . This issue could be related with old data associated with Survey or ACL refresh . Unable to reproduce this over helsinki .

Nia McCash · ‎11-22-2016

I migrated the same survey to my personal developer instance and the same issue is happening. Surveys and trigger conditions that already existed on the dev instance are running as expected but the newly migrated (via update set) survey, is NOT triggering as expected.

I've been able to reproduce this on 3 different instances now.