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.

[Alex Ng]

Thank you for your time, Harish.
Appreciated your effort trying to help me out.

I will see what I can do further to rectify the problem.

Thanks again.

[christianmehrin]

I've contacted SNC about this behavior with new eureka surveys: "It is the actual behavior that an survey cannot be sent if a previous one is still active for the same user. There is already an enhancement request about this actually."

[prabh]

Thanks alot Christian for your reply !!

If I use legacy surveys rather than assessment survey then does it also work in the same manner ??

[Mehul2]

Hello   Christian,

Any idea when the enhancement will be rolled out.

[lrguerino]

Hi Chistian,

Have you had any feedback from ServiceNow about this Survey behaviour? I'm experiencing the same thing and the customer wants a survey notification sent out for every single closed incident, but until the first survey has not been completed for the same user, the second one is not sent out. I'm still waiting for ServiceNow to come back to me about my ticket in HI.

Thank you