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]

I guess "task_survey_events" affects legacy surveys only

[jsavoie]

Did you check the Survey Properties for anything on this?

[Alex Ng]

I did but found nothing to resolve it yet.

[prabh]

Hi All,

Any resolution for this please. I am also facing the same issue.

Thanks & regards,

Preety Arora

[Alex Ng]

Hi Preety,

Nope, I didn't find any resolution to this issue yet. However, I tweaked the incident screen to include custom fields to serve like "survey" fields, since the purpose for my requirement here is just to use survey field to close tickets. Alternatively, you may try to create a new table to cater for this.

So far, I have not found any solution from OOTB yet. Hope that helps.

Thanks.