Unable to trigger a new assessment for Demand records

[Brian Curry]

Hello and thank you in advance. Our developer created a new On Demand assessment Type intended for demands created within a specific TeamSpace, and we wish to trigger it for selected stakeholders within the Demand record instead of triggering the OOB assessment. We don't want to alter the OOB assessment because it will continue to be used for demands within a different TeamSpace. The developer tried creating a Trigger Condition just to see if he could generate the new assessment for the Demand Submitter instead of stakeholders, but even then the OOB assessment continued to be generated even though the trigger condition and related BR referenced the new assessment.

It was suggested that the business rule, Create OnDemand Assessment and it's associated script include, DemandUtil could be at the heart of the issue, as this BR appears to be triggered whenever the Demand includes a stakeholder configured as an assessment recipient and the Demand moves from State 2 (Submitted) to 3 (Screening). The script include references the sys id for the OOB assessment in multiple places, so we're wondering if either:

- The current script include could be modified to include conditions to trigger the new assessment, perhaps based on the Demand being in a specific TeamSpace table

or

- A copy of the BR and script include could be created and modified to run only for demands created within the TeamSpace where the new assessment is needed.

[Brian Curry]

The result from our HI ticket was essentially that a single assessment is intended for use across all Demand records, and altered by an organization if necessary to meet a (common) business need. We are now considering the possibility of including conditions within the OOB script include that could trigger a different assessment to be generated, as well as the possibility of simply including a list of questions on the Demand form, the sum of the answer values for which would populate the Score (or some other custom field) within the Demand record. The ServiceNow agent we spoke with indicated that our HI ticket is now one of several that he has come across with a similar business need. One size does not always fit all.

[Christian Prob2]

Thank for the update. Hopefully, you get this working. As said, I tried but ended up dropping this as it become too expensive. But I am sure there are lots of organizations out there that would be very interested! Did you create an idea for this by any chance?

Christian

[Brian Curry]

I took a quick look for ideas related to this and it doesn't seem as if there is much appetite for allowing multiple condition-based assessments for demands. Here is one example:

https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=d4e9825f1b20c8d8ada243f6fe4bcb64&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

I'm not a developer but I attempted to trigger a copy of the OOB Demand assessment in a lab instance by replacing the sys id's for the OOB assessment metric type and categories that are hard-coded in various places (partly used debugging to identify those places) with the sys id's for the copy of the assessment type and categories, and I was finally able to trigger the copy of the assessment, complete it, and have the Score updated accordingly.

We are about to make use of teamspaces for different use cases, so my theory now is that you could create copies of the OOB BR's, change the table referenced in those to the relevant TeamSpace table, replace the sys id's for the OOB assessment with the new assessment as I described above, and HOPEFULLY figure out a way to replace the script include that seems to trigger the OOB scoring with a calculation that is specific to the use case (in our case, a simple sum of question answer values from the assessment). I'm not sure our architect will sign off on attempting that, but I can follow up here with the results if he does.

[koliva]

@Brian Curry , did you ever get this working?

Our need is to have 2 surveys for every demand:

• First goes to managers to evaluate how it relates to our strategies
• Second would go to our engineers to determine the complexity

I haven't been able to get this to work.  I created a 2nd assessment for demand.  I tried the trigger.  It seems like everything you tried here.

[Brian Curry]

In theory, yes, but we never actually implemented it after my initial testing and around that time, the architect associated with the project suggested a more dynamic way of doing this rather than replacing sys id's in various places which I've unfortunately forgotten. The business justification for this simply wasn't there at the time. I'm also not sure if multiple surveys could be triggered for the same Demand but perhaps they could by creating or modifying a flow in Flow Designer? Unfortunately as a BA, I'm perhaps not the best person to provide guidance around this.