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).

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Sree Gorantla · ‎08-29-2019

I understood the problem but, Can you please let me know what is the workaround for this?

Nia McCash · ‎08-29-2019

One method: You can find the asmt_assessable_record record that is missing/that you need and export to XML to import to the target instance.

grant_higgins · ‎07-06-2020

I wanted to thank you for posting this, as you were able to assist me in a similar problem, but also in case anyone else runs in to something similar as I did.

I also had a survey that I had created that was spawned via trigger conditions, and it was working fine in my sub-production instances. When I tested in my production instance, it wasn't working however.

Come to find out, I had 3 different asmt_assessable_record records in my production instance, all of which were created at the exact same time. This was likely because I used a scheduled job to run a script which would have resulted in the trigger condition being met for 3 surveys all at the same time. It seems that my issue was because ServiceNow wasn't able to discern which asmt_assessable_record to use.

For my solution, I deleted all 3 of them, then went and forced a trigger on a single record instead of via my scheduled job, which automatically created a new asmt_assessable_record for me. After that, my surveys worked fine, and no duplicate asmt_assessable_record records.

Sumanta Sathua · ‎07-06-2020

Survey works differently from assessment . For Survey only one assessable record should be there . The assessable(single)record created while creating the survey . There should not be more than one assessable record for Survey . If some one deleted assessable record of the survey , while assigning the survey to the user , we always check if assessable record is there or not . If not we create one before creating the instance for the user .

Mike Stockman1 · ‎08-15-2017

where od i find asmt_assessable_record?