ServiceNow - Catalog Task Survey

JEREE
Kilo Contributor

Tuesday

How to embed a survey in ServiceNow after closing a task/ticket as closed complete?

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pratikjagtap
Giga Guru

Tuesday

Hi @JEREE ,

 

The out-of-the-box (OOB) way to collect feedback after a task or ticket is closed is to use ServiceNow Surveys and Assessments.

Approach:

  1. Create a Survey Definition with the required questions.
  2. Configure a Trigger Condition (or Flow Designer/Business Rule) to send the survey when the task state changes to Closed Complete.
  3. Send the survey via email or display it through the Service Portal/Employee Center.
  4. Users complete the survey, and responses are stored in the Assessment tables for reporting.

 

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

 

Regards,
Pratik

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Chetna_Aggarwal
Giga Contributor

yesterday

Hello @JEREE 

You don't need to embed the survey directly on the form. The recommended ServiceNow approach is to trigger a survey when the task or ticket reaches the Closed Complete state.

Option 1: OOTB Survey Trigger (Recommended)

If you're using the Survey plugin:

  1. Create a Survey Definition.
  2. Configure a Survey Trigger for the required table (Incident, RITM, Task, etc.).
  3. Set the trigger condition to execute when the record moves to the Closed Complete state.
  4. Choose the recipient (typically Requested For or Caller).
  5. ServiceNow automatically sends the survey email containing a unique survey link.

This is the recommended and supported approach.

Option 2: Flow Designer

If more control is required:

  • Trigger: Record Updated
  • Condition: State changes to Closed Complete
  • Action: Create Survey Instance (or invoke the appropriate survey API/action)
  • Send an email notification with the generated survey link.

This allows additional conditions, such as sending surveys only for specific assignment groups, priorities, or catalog items.

Option 3: Embedded Survey in Employee Center (Custom)

If the requirement is to display the survey immediately after the user closes the ticket (instead of sending an email), a custom implementation is required.

Possible approaches include:

  • Redirecting users to a custom Service Portal/Employee Center page containing the survey widget.
  • Opening the survey in a modal dialog after ticket closure.
  • Embedding the survey widget within a custom page.

This is not available out of the box and requires custom development.

Best Practice

For most implementations, use the OOTB Survey Trigger to send the survey automatically after the ticket reaches Closed Complete. Use Flow Designer or custom development only when additional business logic or an embedded user experience is required.

I hope this helps! If anyone has implemented an embedded survey experience in Employee Center, I'd be interested in hearing about your approach as well.
Best Regards
Chetna

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