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.

[Harish Murikina]

Hi Alex,

                    In my case i have survey it will send to users when ever ticket resolve . Suppose 2 tickets resolved then two separate surveys can send.

Do you wants to send 2 different surveys at the time ticket resolve?

Regards,

Harish.

[Alex Ng]

Hi Harish,

Please allow me to clarify. In my instance, I have a survey, let's call it Survey XYZ. Then, I have end user created 2 tickets, which are INC001 and INC002. Both these tickets are resolved almost the same time. Therefore, on end user side, I would expect to see 2 copies of Survey XYZ. In the case of the default flow in ServiceNow, this is not the case since it only shows 1 copy of Survey XYZ.

In your case, are you able to workaround this issue and yes, do you mind sharing it with me?
Thank you.

[Harish Murikina]

Yes in my case i can able to send one "xyz" survey for two tickets two surveys.

Can you confirm is any changes done in the business rule "task survey events".

Same time keep logs inside s=the BR and check either its sending two surveys for two tickets or not.

Regards,

Harish.

[Alex Ng]

Hi Harish,

I did not make any changes to "task_survey_events" business rule. Currently, I can only send and access the 2nd copy of the survey provided the 1st copy of the survey has been completed. Attached is my triggered condition. Do you see anything wrong with it that is preventing from both copies of surveys showing up in the My Assessment and Surveys section?

[Harish Murikina]

I don't see any mistake in your condition