One Survey assessment instance for multiple tickets per month

[Elias Beylouny]

Hi Experts

I have created a survey and added the trigger condition if one Incident has been resolved it will trigger an assessment to the user to ask him for a survey.

It is working fine.

I need to know if it is possible to create a trigger or a schedule job, to send ONE Assessment to a user by end of the month and have in this assessment all the incidents that has been resolved for him.

One Assessment for multiple tickets.

Thanks

Elias

[Dr Atul G- LNG]

Hi @Elias Beylouny 

My knowledge say NO, If possible, then we have to write a good code to find out all incident and resolved for him and put them in array and trigger surevy.

Also t may bombard lots of survey at end of month.

[Elias Beylouny]

Hi Atul

thanks for the reply

Well I assumed so , this needs a good code to realize, but for the reason , this is exactly why we need to have one email send to the user with his multiple incidents resolve to do only one Survey, this is to not bombard him with many emails and surveys. 

Thanks

[Dr Atul G- LNG]

Hi @Elias Beylouny 

Thanks for update. Let's take example

In a month I as as user open 10 incident.

Out f 10 , 5 were resolved in first call

3 were resolved after folow up

2 very resolved after escaltion. 

Now if we send one survey, what value user will put and basis on which incident .,also for a user it is again tough to remember the whole history of all incident which as raised on 1st day on month and filling survey after 30 days .

[Elias Beylouny]

Well, yes I see your point of view and I agree, this is not the logical way for a survey. 

What my intention is only to avoid sending a lot of emails to the user, but I think I found another option which this will be better, I will keep the trigger on resolving incident then it will send a suvery everytime but I will change the interval to 30 days per user. this means that each user will get only one survery per month for a resolved incident.

Regards

Elias