Send survey after every 5 closed incident?

[roysaquicela]

Does anyone know of a way that a survey can be sent out after every 5 tickets that are closed per user?   Where would scripts have to be added?

Thanks in advance.

[Pradeep Sharma]

Hello Roy,

You may find the below thread helpful.

send survey after every 10 closed incident?

[roysaquicela]

Thank you Pradeep, I saw that but it doesn't seem like they have a final resolution for it yet.

[johnolivermendo]

Hey Roy,

I think you're looking for something like the Assessment Trigger Conditions which you can set to send surveys based on a given set of conditions.

Here are some following docs (based on your instance version) that can help you set these up:

Assessment Trigger Conditions - ServiceNow Wiki

Configure trigger conditions for an assessment

Since you want a survey to be sent out every 5 tickets that are closed, you might want to think about having some kind of counter field that keeps track of how many tickets a user has closed. Or you can make a query that counts how many incidents a user has that is marked closed and divide that by 5. If that value is 0 then it's time to send out the survey again.

I would recommend that you first create an assessment trigger condition for your survey which gets sent out every time the incident gets closed. After you save the record you will notice that a business rule automatically gets created that does the actual triggering. From here you can go to that business rule, go to the advanced section, and make changes to the condition so that it runs for every 5 tickets closed.

Let me know if you'd like more details on how you would change those conditions.

[roysaquicela]

I just wanted to thank you John for the advice.   It seems like that is the right way to go about this, but I am stuck with how it implements within service now.   I am not an expert but was asked to get a survey completed for my company.   Would I have to write the script within the auto business rule that is placed after you create your trigger condition?

Or do I write out a different script include first and then somehow call it from the auto business rule?

Any more advice on this would be appreciated.

Thank you.