Prevent Incident Surveys from being sent to a group of users

[rba-chris]

Hi Everyone,

I just wanted to say thank you to everyone's help with my previous questions. I'm still working on a couple of them, but your support is truly appreciated and I am grateful.

I am now trying to restrict Incident surveys from being sent to a group of users. When I'm in the Trigger Condition for the survey, I can add individual users to the conditions list and restrict the surveys that way, but it would mean updating this trigger condition with several users (and the ongoing maintenance). I didn't see any affected end user group or anything like that. Could it be Group List? The Company field isn't populated in AD, so I'm not sure if that'll be a valid workaround, either.

Any other ideas or am I missing a field in the filter list that would work for me?

Thanks!

[Travers M · Accepted solution]

Are these users defined in an actual group in your system?     If so, you should be able to add group list then does not contain and your group in those trigger conditions.

[rba-chris]

Thanks - yes, I will have a new AD group created then ensure it's in ServiceNow. Once that's confirmed, I can use the group list and does not contain.

Thank you for confirming this!

[TrevorK]

We have a complex set of conditions that could not be handled with the trigger conditions. Instead we went with a business rule that sets a flag on the task table ("survey required" - custom field) and our trigger condition is that flag being set to true. I'm not sure if your conditions are this complex but for us there was no way to build out with the condition builder so we had to come up with another way and this was fairly simple.

[rba-chris]

Hi Trevor,

Should our needs group more complex than a group, then I will try the business rule approach you have mentioned. Many thanks!