Survey link comes up with 'Invalid URL' in Service portal when survey already is completed. Can this be changed to something like 'Survey already completed' instead?

[Greg R1]

One of our users has complained that they got an invalid URL error when they click on the survey link. Investigation shows that the survey has already been completed and this is possibly why. The URL link in the email connects to the service portal e.g.

https://<instance>.service-now.com/sp?id=take_survey&instance_id=3c919b161bc30514a60243f6dc4bcbd8

Our service desk manager has said that naturally a message of 'Invalid URL' isn't helpful and is wondering if we can change the message to be more informative e.g. 'Survey has already been completed'?

In my investigation I can see users can check their pending surveys here:

https://thameswater.service-now.com/assessment_list.do?sysparm_show=user

But still would like to make this message more helpful. I've seen the following on the community pages:

https://community.servicenow.com/community?id=community_question&sys_id=fa1736e61be6f890aefc11751a4bcb5d&view_source=searchResult

https://community.servicenow.com/community?id=community_question&sys_id=18f01fa9dbdcdbc01dcaf3231f961990
https://community.servicenow.com/community?id=community_question&sys_id=9033f00edb9654d06621d9d968961919&view_source=searchResult
https://community.servicenow.com/community?id=community_question&sys_id=0d81d1e7dbe7a050190b1ea6689619f4&view_source=searchResult

But I think this maybe different as our link is into the service portal or maybe I just don't have enough knowledge to know. I've tried looking at the message in the browser developer tools but still can't find out more. I don't know that much about this subject matter and would appreciate if someone can point me in the right direction to know if this is possible. I've seen links into the system messages but I can't equate the 'invalid URL' message I am seeing in the service portal with a System UI> Messages. In fact going to the System UI messages this message is not found there.

Thanks for your assist,

[Anvin]

Hi,

The survey is already completed then it should not show a message that 'invalid URL'. System will show an message that 'This Survey has already been completed'.

I think the survey is not assigned to this logged in user, please refer the article for more detials: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0716551

[Greg R1]

Hi there,

Thanks for the KB I'll certainly give that a look. But it was certainly assigned to the user and I impersonated him, just in case, and still got the message.

[Mahir1]

Hello, I am having the same issue. Did you figure it out? 

[Greg R1]

Hi there,

There are two issues one resolved the other is still in progress with Servicenow.

The first reason we get the survey invalid is because the survey had the checkbox ticked: 'Anonymize responses' the survey when generated goes to 'guest' user. Servicenow have a strange rule they say: 

'when a survey instance is assigned to somebody, then that survey can be accessed only by that specific user.

Any other user accessing that survey url will see the error - "Invalid url" and this is expected'

So you need to remove the 'Anonymize responses' then when the original user who goes to the survey to try and complete it again they get a more helpful message:

'This survey has already been completed'

The other issue is that in some cases when completing some catalog requests an instance of the survey is not being created which means the notification that generates the link to the survey provides an invalid URL. There is a business rule that should be triggered to create the survey but it's not and that is still in progress. 

Hope this helps,

G.