HI @User712413
To add a pop-up in the ESC (Employee Service Center) Portal to prompt end users to fill out a survey for their last closed incident, you can follow these steps:
1. Create a Survey:
- Create or identify the survey you want to display for closed incidents.
- Navigate to Survey > Create New Survey or use an existing one.
- Ensure that the survey is configured to be triggered for incidents, and that it has the necessary questions.
2. Create a Widget for the Pop-Up:
- You’ll need to create a custom Service Portal Widget that can trigger the pop-up for the survey.
- Navigate to Service Portal > Widgets and create a new widget.
- In the widget, use the AngularJS modal functionality (or newer modal features depending on your ServiceNow version) to create a pop-up.
Example of a simple pop-up modal code:
<button class="btn btn-primary" ng-click="openModal()">Take Survey</button>
<script>
function openModal() {
$uibModal.open({
template: `<div class="modal-header">
<h3 class="modal-title">Survey</h3>
</div>
<div class="modal-body">
<p>Please fill out the survey for your last closed incident.</p>
<a href="/sp?id=survey&table=incident&sys_id={{incidentSysId}}" class="btn btn-primary">Go to Survey</a>
</div>
<div class="modal-footer">
<button class="btn btn-default" ng-click="$dismiss()">Close</button>
</div>`,
controller: function($scope, $uibModalInstance) {
$scope.incidentSysId = "<sys_id_of_the_closed_incident>";
}
});
}
</script>
- Replace the
incidentSysId with the actual sys_id of the last closed incident, which can be dynamically fetched.
3. Fetch the Last Closed Incident:
- Use a script include or a client script to fetch the user's last closed incident and pass it to the widget.
- You can create a server-side script to fetch the last closed incident:
var lastClosedIncident = new GlideRecord('incident');
lastClosedIncident.addQuery('active', false);
lastClosedIncident.addQuery('caller_id', gs.getUserID());
lastClosedIncident.orderByDesc('closed_at');
lastClosedIncident.setLimit(1);
lastClosedIncident.query();
if (lastClosedIncident.next()) {
return lastClosedIncident.sys_id;
}
- Pass the
sys_id to the widget for the survey link.
4. Display the Pop-Up Conditionally:
- You can control when the pop-up shows up using client scripts or UI policies based on the user’s interaction. For example, show the pop-up after a certain action (e.g., when the user visits the homepage of the ESC portal after an incident closure).
5. Embed Widget in the Portal Page:
- Once the widget is ready, embed it in the ESC Portal by adding it to the relevant portal page.
- Navigate to Service Portal > Pages, select the page where you want the pop-up to appear (e.g., the homepage or an incident overview page).
- Drag and drop the widget into the page.
6. Test the Functionality:
- Thoroughly test the pop-up to ensure it correctly displays for users with closed incidents and links them to the survey.
This will ensure that end users are prompted to fill out a survey for their most recent closed incident when they visit the ESC portal.
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Cheers,
Prashant Kumar
ServiceNow Technical Architect
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