Surveys emmbeded in outlook

[Damian Martinez]

Hello Community,

has somebody be successful in implementing servicenow surveys embedded in outlook.
We followed the instructions from:
https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/survey-administratio...

However we cannot make it work, when the case is resolved, the notification shows an link to the survey but we want  the questions to show in the email instead of redirecting the user to a different link.
I have seen some post about the same issue with no real solution but was wondering if somebody has developed this successfully.

Thanks!

[Sebastian L]

Hi @Damian Martinez ,

Have you included the mail script in the notification (${mail_script:include_survey_actionable})? Make sure to find the correct email that is being sent out (go to sent mails and find the exact notification that was sent)

And have you set the correct survey definition to have Outlook Actionable Message set to true?

Just did it in a new instance, activating the plugin, setting up the survey with Outlook Actionable Message (Make not that there are some restrictions, like templates only allow for ONE question in total if used with OAM). 

Else it will look something like this in your mail: 

[Damian Martinez]

Hello @Sebastian L ,

thanks for your feedback, yes I have included the mail script in the notification and set the correct survey definition to have Outlook Actionable Message set to true.

In your new instance, are you sending email from @service-now.com email address or from a from a customized email address?

We are sending from a customized email address, we are using exchange online.

Have you created a new provider in the Actionable Email Developer Dashboard?

Thanks,

Damian

[Sebastian L]

Ye, I am using the default SMTP, and just did the same setup in a customer instance without any issues. 

I just read this message on the docs: "

• Actionable messages are based on the Sender Policy Framework (SPF)/DomainKeys Identified Mail (DKIM) validation for the email sender verification. If an email recipient receives email via an external provider, emails may not be rendered as adaptive cards.

Maybe this is the reason why it is not being rendered as adaptive cards?

[Damian Martinez]

Hello everyone,
has somebody successfully implemented this with a custom email address instead of @Service-Now.com email address?
Thanks.