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02-11-2026 10:47 AM
i want to trigger a customer satisfaction servey to every 5th incident caller,when every 5th softwre category incident get resolved,
Solved! Go to Solution.
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02-11-2026 07:34 PM
Hi My Friend,
Yep — thats doable, and your right to be thinking about performance.
If the requirement is send a CSAT survey for ~every 5th resolved Software incident dont use a GlideAggregate(count) on the Incident table at resolve-time. That’s heavy and it can also misfire when multiple incidents resolve at once.
What most people do and I have done instead is a 1-in-5 selection that doesnt require counting at all fast + consistent. You only evaluate it when the ticket transitions to Resolved and if its a “hit,” you trigger the survey.
If you literally need the exact 5th / 10th / 15th in sequence, you’ll want a small counter record not an aggregate on incidents otherwise you’ll run into performance + race conditions.
@suryakalam - If help you answer; Please mark Solution Accepted and Thumbs Up
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02-21-2026 12:43 AM
Hi @suryakalam
Please refer this links, see if it helps you:
Solved: Survey Frequency - Sent out when every 5th item is... - ServiceNow Community
Send survey after every 5 closed incident? - ServiceNow Community
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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02-21-2026 01:56 AM
unless you share what you tried and where are you stuck, how we would know what's not working.
share those details
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
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02-21-2026 07:16 AM
Hi @suryakalam ,
Please see the following community discussion, its similar to your requirement:
Solved: Survey Frequency - Sent out when every 5th item is… - ServiceNow Community
If my response helped, please mark it as the accepted solution so others can benefit as well.
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
