Assessment Trigger Condition Isn't Working

[ctsmith]

I have a trigger condition that doesn't work when I dot walk in the user field.  It's allowing me to select the proper field to send the survey to, but it's not triggering.  If I swap out the user to someone on the table, it works.

Essentially, the scenario is if a user takes a survey and one of their questions hits a threshold, I want it to trigger another survey to the assigned_to of the incident or request task so they have an opportunity to respond to the customer's initial survey.

Below is the set up that is not working:

[ctsmith]

Well... I worked with HI on this for awhile with no luck.  But, what I eventually did was start testing with a different test user and alternating the test user for just about every trigger event and it worked just fine.  Surveys started triggering based on the results of the previous survey as intended.  Even though I had this to trigger 100% of the time, it still seemed to work only when I tested with different users.

[Jaroslaw Gendek]

I did some digging on my side and found the root cause why it wasn't working for me. 

What got my attention was that i couldn't reproduce same issue in my PDI as trigger was on OOTB field from sys_user (manager).

Started to compare what is the difference and it came out that some field settings were changed. 

Here RCA was that someone coupe years ago added a value in 'Reference Key'

it has changed reference field behavior as in normal state reference field hods reference record Sys Id as value, here Sys ID gets replated with a value taken from a field defined in Reference Key which is totally different

So it looks like that Survey trigger condition was trying to query sys_user to get target record (survey instance assigned to) with incorrect query / value, and as it was not found survey instance was not created. 

Its just my assumption as we don't have access to the script which is responsible for instance creation but sound legit.

maybe go to target record in your case and check what is the value in XML for the field which you are trying to use.

[GilbertoL]

To perform tests on sending surveys to the same user, simply modify the repeat interval field in the trigger condition. This way, a user can receive several surveys in a short period of time.

[xavier_robert]

Hi Christopher Smith,

Be careful with "Insert and Stay" in trigger condition.

When you create a trigger condition a business rule is generated name "Auto assessment business rule".

But if you copy a tigger condition the same business rule is used, so the condition may not work.

I hope this helps.