Hello Team,
I have a requirement where users should be able to provide feedback directly from an email notification. The email should contain links (such as emojis) that, when clicked, immediately submit a response to the associated feedback survey.
I found a solution on the ServiceNow Community and tried it. I used the same setup and just changed the survey question sys_id in the inbound action. The email gets sent, and clicking the emoji triggers the inbound action, but the user’s response doesn’t show up in the survey results.
I’m not sure what’s wrong. Has anyone done something like this or knows what might be missing?
https://www.servicenow.com/community/developer-articles/embedding-emoticon-s-smiley-survey-in-email-...
I created below Email script
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
// current is asmt_assessment_instance
var incident = new GlideRecord('incident');
incident.get(current.trigger_id); // get incident record from trigger_id
var mail = gs.getProperty("instance_name") + "@service-now.com";
var subject = "Survey: " + current.number + " Incident: " + incident.number;
template.print('<br/>We would love to hear your thoughts!<br/>Please rate your experience<br/><br/>');
var bodyTemplate =
'In order to receive your satisfaction, please do not modify or delete the following items: satisfaction, survey, incident.%0A%0A' +
'Satisfaction:{SATISFACTION}%0A' +
'Survey:' + current.number + '%0A' +
'Incident:' + incident.number + '%0A%0A' +
'Please write a comment about your dissatisfaction. We\'ll really appreciate it in order to improve our quality of service.%0AComment:\n ';
var satisfactionLevels = [
{ label: "Very happy", img: "very_happy.png" },
{ label: "Happy", img: "happy.png" },
{ label: "Neutral", img: "neutral.png" },
{ label: "Unhappy", img: "sad.png" },
{ label: "Very Unhappy", img: "very_sad.png" }
];
for (var i = 0; i < satisfactionLevels.length; i++) {
var level = satisfactionLevels[i];
var body = bodyTemplate.replace("{SATISFACTION}", level.label);
template.print('<a HREF="mailto:' + mail + '?subject=' + encodeURIComponent(subject) + '&body=' + body + '"><img src="' + level.img + '" width="50" height="50"/></a>');
}
})(current, template, email, email_action, event);
Inbound action
condition: email.subject.toLowerCase().includes("feedback makes us better")
Target table : Assessment instance
Action type : record action
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
var body = email.body_text;
var sender = email.origemail;
var subject= email.subject;
var satisfaction = email.body.satisfaction;
var survey = email.body.survey;
var incident = email.body.incident;
var comment =email.body.comment;
if (this.checkUser(sender)){
this.saveResponse(survey,incident,this.getsatisfaction(satisfaction),comment);
}else{
}
})(current, event, email, logger, classifier);
function getsatisfaction(satisfaction){
var response ='';
if(satisfaction.indexOf("Very happy") != -1){
response ='1';
}else if(satisfaction.indexOf("Happy") != -1){
response ='2';
}else if(satisfaction.indexOf("Neutral") != -1){
response ='3';
}else if(satisfaction.indexOf("Unhappy") != -1){
response ='4';
}else if(satisfaction.indexOf("Very Unhappy") != -1){
response ='5';
}
return response;
}
function checkUser(email){
var response =true;
var gr = new GlideRecord('sys_user');
gr.addQuery('email', email);
gr.query();
if (gr.hasNext()) {
gr.next();
gs.log("user " +email+" "+ gr.name + " existe !","CMA" );
response = true;
}else{
response = false;
gs.log("user "+email+" dont existe !","CMA" );
}
return response;
}
function saveResponse(survey,incident,response,comment){
if(response!='0'){
gs.log("Saving : " +survey+incident+response+comment,"CMA");
var queryString="metric_type.evaluation_method=survey^number="+survey;
var ins = new GlideRecord('asmt_assessment_instance');
ins.addEncodedQuery(queryString);
ins.query();
ins.next();
var question = new GlideRecord('asmt_assessment_instance_question');
question.addQuery('instance', ins.sys_id);
question.query();
while(question.next()){
if(question.metric=="ae467a5e1bc01610cc3b997e0d4bcb92"){
gs.log("satisfaction","CMA");
question.value=response;
}
else{
gs.log("comment","CMA");
question.string_value=comment;
}
question.update();
}
ins.state="complete";
ins.update();
}
this.updatePreviousSurvey(survey,incident,comment);
}
function updatePreviousSurvey(survey,incident,comment,response){
if(response!='0'){
gs.log("Saving : " +survey+incident+comment,"CMA");
var queryString="asmt_metric_result.instance.task_idISNOTEMPTY^asmt_metric_result.instance.task_id.number="+incident;
var prev = new GlideRecord('asmt_metric_result');
prev.addEncodedQuery(queryString);
prev.query();
prev.next();
gs.log(queryString.toString(),"Query");
while(prev.next()){
if(prev.metric=="ba467a5e1bc01610cc3b997e0d4bcbc5" && prev.instance.task_id.number==incident)//comment sys_id
{
prev.string_value=comment;
prev.u_survey_worknotes=comment;
gs.log(" metric "+prev.metric+" Instance "+prev.instance.number+" Sys_id "+prev.sys_id + " Related Incident"+prev.instance.task_id.number,"Update CMA2 LOG OK");
}
else{
gs.log("comment"+comment+" "+"Incident"+" "+incident+" "+"Survey"+" "+survey,"CMA");
gs.log(" metric "+prev.metric+" Instance "+prev.instance.number+" Sys_id "+prev.sys_id + " Related Incident"+prev.instance.task_id.number,"Update CMA2 LOG NOK");
}
prev.update();
}
}
}
Output:
