Survey Instance behavior

[Alex Ng]

Hi everyone,

Is anyone here familiar with the survey management module? I created an active survey in the survey module. The triggered condition would be that, for every incident that has been resolved, a new survey instance will be created and the link will be emailed to the end user. So far, this is fine. What I noticed is that, when the end user has 2 resolved tickets in the system and both survey has not been completed, the system only shows one survey instance to the end user at the My Assessment and Surveys menu. Even if end user completed the 1st survey instance, the 2nd survey instance is never shown.

In my client scenario, I need one survey for each incident resolved. In this case, it seems that, the system does not show this "duplicate" survey even though I have 2 resolved incidents. Does anyone have any resolution to this or is it just me messing up my settings?

Your comments and helps are appreciated. Thank you.

[christianmehrin]

Hi Alex,

I've noticed described behavior on our instance as well.

Business Rule responsible for creating survey is satisfied but code itself seems to avoid another survey instance:

        (new SNC.AssessmentCreation()).conditionTrigger(current, [sysid]);

In general it seems to work to have multiple instances of one survey: When manipulating assigned_to of 2 instances to one user, both are shown and distinguished.

Someone knows about a preference we could set to achieve required behavior?

[Alex Ng]

Hi Christian,

I found something on the wiki on section 2.1 about this: http://wiki.servicenow.com/index.php?title=Survey_Definitions#Schedule_Periods

It seems that, the design is to only show instance for the same survey type until the 1st instance has been completed regardless how we configured our triggered condition.

Now, I wonder if anyone has a workaround for this.

[Harish Murikina]

Hi Alex,

                What exactly your looking for here.

                Don't you wants to show 2 surveys for 2 resolved tickets?

Regards,

Harish.

[Alex Ng]

Hi Harish,

Yes, I am looking to display 2 survey instances of the same survey type for 2 resolved tickets. Seems to be how the system is designed to only display 1 survey instance until it is completed. That is the answer I found from wiki. I have a user process where each resolved ticket should always be tied back to a survey for user to complete.

Do you happen to know of any workaround to implement this process?