How to send survey to a user once per a week

[nayeemsk263]

Hello All,

We have a requirement to send survey to user once a week for all his incident resolved in that week

[Amit Gujarathi]

HI @nayeemsk263 ,
I trust you are doing great.

1. Create a new table to store survey responses:

   • Name the table as "Survey Responses".
   • Add fields such as "User" (reference to User table), "Incident" (reference to Incident table), "Rating" (integer field for survey rating), and any other relevant fields.

2. Create a Business Rule to trigger the survey workflow:

   • Write a Business Rule on the Incident table's "State" field.
   • Set the conditions to trigger the Business Rule when an incident is resolved.
   • In the Business Rule script, schedule a workflow to send the survey to the user.

3. Create a workflow to send the survey:

   • Define a new workflow in ServiceNow's Workflow Editor.
   • Set the "Run" field to "Scheduled" and configure it to run weekly.
   • Add an "Email" activity to send the survey email to the user.
   • Include the survey questions and a link for the user to submit their responses.
   • On completion of the workflow, create a new survey response record in the "Survey Responses" table.

Here's an example code snippet for the Business Rule:

(function executeRule(current, previous) {
  // Check if incident is resolved
  if (current.state === 7) {
    // Schedule the survey workflow
    var surveyWorkflow = new GlideRecord('wf_workflow');
    if (surveyWorkflow.get('name', 'Survey Workflow')) {
      var schedule = new GlideSchedule();
      schedule.setFixed();
      schedule.setRecurrence(1); // Weekly recurrence
      schedule.setType('W');
      
      var workflowContext = new GlideScriptableWorkflowContext(current);
      var workflow = workflowContext.newWorkflow();
      workflow.scratchpad.schedule = schedule;
      workflow.scratchpad.user = current.caller_id.toString();
      workflow.scratchpad.incident = current.sys_id.toString();
      workflow.startFlow(surveyWorkflow.sys_id.toString(), workflowContext);
    }
  }
})(current, previous);