Survey Conditions vs Trigger Conditions

[Ivar Donado]

Hi guys,

I'm wondering what's the difference between Survey Conditions and Trigger Conditions in Servicenow. I had always used trigger conditions to send surveys automatically, I didn't even know there was another table called survey_conditions and that there's a business rule in the task table that trigger them and sends an event called task.send_survey.

Why do I ask this? Well. A client requested to update the conditions for their Service Request survey, and then told us that the email notifications for that survey weren't being sent. I found out later that the notification was triggered using the previously mentioned event, which is queued by the business rule "task survey events" (Which uses the survey conditions table, not the trigger conditions).

[palanikumar]

Hi,

I dont this there a OOB table available named survey_conditions. I didn't find this in my instances as well. Please check whether it is a custom table.

Thank you,

Palani

[Ivar Donado]

The business rule that is looking for a matching survey condition is definitely OOB and hasn't been modified. Whe I saw it the first time I thought it was a legacy table, I guess I was right.

[shloke04 · Accepted solution]

Hi,

Please find response below to answer your query taken from ServiceNow doc itself:

Trigger conditions are comparable to survey conditions in legacy surveys. If you migrate a legacy survey that has survey conditions, ensure that the survey conditions are deactivated before you recreate them as trigger conditions.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/survey-administration/concept/c_TriggerConditions.html

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/survey-administration/concept/c_MigrateSurveys.html

Looks like an old Survey is being configured in your instance, see if the above info helps you.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Yee Man Chun]

Hi All,  

I have configured a survey trigger by condition state set to resolved. However, realize that the survey trigger is not a notification by sending an email to the caller.

Does anyone know how to configure the automated survey send through email after the case mark as resolved?

Think should create a notification to trigger the survey email to the caller.

Appreciate it if anyone could help me with this.