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.

[Rushit Patel2]

Hi Berny,

i have a doubt. if i update that OOB business rule..and then if i update to FUJI PATCH 11 in future...will that patch resolution work? or will i stuck with this workaround provided by you?

[bernyalvarado]

Hi Rushit,

What a great question!

I don't believe (or see) how my logic will come in conflict with the update in FUJI Patch 11. Most probably the ServiceNow fix is within the SNC.AssessmentCreation(); so there would not be any conflict during the update.

Still, if you're doing the upgrade to Fuji Patch 11, I will suggest you revert back the changes I propose since the ServiceNow fix should be taking care of allowing the multiple surverys of the same type for a given user.

I hope this helps.

Thanks,

Berny

[Rushit Patel2]

Thanks for confirmation i also thought they have updated SNC.AssessmentCreation();.

i saw that b.rule in Geneva and code is same as Fuji patch10.

[ajitchandragiri]

this is a very good workaround Berny. I added and extra state not equal to complete or canceled so that these survey records will not be over-written.    

assessmentInstance.addQuery('user',current[asmtCondition.user_field]);

assessmentInstance.addQuery('state','!=','complete').addOrQuery('state','!=','canceled');

assessmentInstance.query();

[bernyalvarado]

Cool!