Survey trigger - random

[CV1]

Hi All,

I have a Cases  Survey where a survey need to be sent for every 5th case closed and I set trigger  to Trigger Randomly and probability to 20%.

What we see is its not triggering as desired and it also randomly sends duplicate surveys (randomly few customers get 2 or 3 surveys).We also want the survey to be sent to the user only once in a month. For this i set "Repeat Interval" to 30 days. How ever we observed that  with both repeat Interval and Probability set it was not triggering the survey so we got rid of repeat interval to 0

Please advise why

• are duplicate surveys sent
• how to set the repeat interval

Screen capture for reference:

[Stephen Sturde]

Hi TH,

The duplicates are sending because of the 0 repeat interval. As for not sending every 5th item, the 20% is a probability, not an actual percentage of records. Given enough records, you would get close to 1/5th of the records getting a survey.

Here's the explanation from the doc site:

Probability (%)

Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/survey-administration/t...

[CV1]

Hi Stephen,

Thank you for the response .  In my case , it sends the survey for the same case twice or thrice few surveys apart for eg: in the below sample there are 15 surveys sent and randomly few are duplicated for the same case . The table i'm using is Metric Result.

[CV1]

Hi All,

Wanted to update the following fix solved problem of duplicate issue:

Changed the trigger condition  from State is Closed to State Changes to Closed.

Thanks!