How to manually send survey from incident

[Brent Cox]

We are looking for ways to increase survey completions, and my boss has tasked me with this. Part of this is setting up a way to manually send the survey. I am thinking the best way to do it is to set up a form button that I can send the survey to the caller of the INC. Three things need to be taken into account. 

1. Form button should only be visible to users with itil role. 

2. Survey button should only be visible after ticket is active=false. 

3. There are 8 different different surveys, depending on the caller's language. The survey that sends must align with their language. 

Is there a way to make this possible? 

[Dr Atul G- LNG]

Hi @Brent Cox 

1. Form button should only be visible to users with itil role. 

Atul: Yes, create UI action and add condition.

2. Survey button should only be visible after ticket is active=false. 

Atul: Yes , same way as 1.

3. There are 8 different different surveys, depending on the caller's language. The survey that sends must align with their language. 

Atul: Need code in button where need to check caller.lanague

But why a ITIL user will fill surevy. Survey is mainly for end user and from portal

[Brent Cox]

Form for only itil users isn't for them to fill out the survey, but to trigger it. Survey would still go to caller. We're just looking for ways to manually trigger the surveys to be sent for better control. 

[AshishKM]

Hi @Brent Cox , 

Just to confirm, there must be existing survey logic which applied on incident when closed. If you are trying to add one more survey logic, make sure you perform he due-diligence with existing ( pending ) survey for same incident, otherwise user will receive more than one survey and more communication ( reminder email's ).

-Thanks,

AshishKM