Survey Broken in Service Portal / ESC

[Todd Chaikin]

I'm experimenting with developing a CSAT survey in my personal instance before I implement in our company instance.

I've run into an issue where dependent mandatory fields always show on the Service Portal and Employee Service Center (I think they use the same version of the widget). The expected behavior is that these two fields that are dependent but mandatory would only be visible and mandatory if the response to the first question is "Yes". If I make them not mandatory, they are hidden until I select "Yes" but do not show as mandatory responses...

Service Portal / Employee Service Center:

If i take the survey in the backend, it behaves as expected. Seems to me to be a bug in the Service Portal widget... has anyone come across this? Is there a fix? Ideally I don't want to have to customize the widget but I will if needed (i.e. if ServiceNow is dragging their feet on a resolution).

Backend (same survey):

[Carla10]

We experienced this, it was fixed by upgrading to a newer patch. 

ServiceNow support also provided the following workaround if you are not able to upgrade:

One workaround to this issue is to use the deprecated 'Take Survey' Widget by deactivating the Page Route Map, 'take_survey':

/sp_page_route_map.do?sys_id=3e647e5ac37530100aab789dce40dd70&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null&sysparm_record_row=13&sysparm_record_rows=40&sysparm_record_list=ORDERBYorder

Deactivating the above record will resolve the issue and have your dependent questions functioning as expected.

[Todd Chaikin]

Thanks Carla - do you have the KB article number or PRB number? I'm curious as to what patch it's fixed in. Having trouble finding a known error.

[Carla10 · Accepted solution]

It was fixed when we installed San Diego Patch 4. They didn't provide a KB or PRB number.