Hi there,
Our SN instance was originally intended for use by only our IT dept. but recently multiple groups have been brought on board to start using the system and they are outside of IT (i.e. Communications group, etc.). One of those groups (Communications) has asked to start utilizing surveys and to have reports built to review survey results for their group. I was originally not involved in the implementation of our system and am really examining our surveys for the first time... Looking at our current surveys we have two main ones, one with trigger on sc_request table with condition (State=Closed Complete) and another with trigger on Incident table with condition of State=Closed. Screenshots below.
To get an idea of what results look like with our current surveys I built a report. I wanted to see what results currently look like and how a specific group's results can be filtered. I set the source to Task Assessment Details [task_assessment_detail] table. What I am finding is that pretty much any survey result with an "assignment_group" associated is an incident. And I believe the reason is because most of our Flows do not assign the Request to a group -- the Flows only create Tasks and then assign the task to a specific group. When I ran a test report, this seems to confirm this.... (See screenshot blue bar in graph with (empty) assignment group.) Basically since the "Request" has no assignment_group any reports that look at the assignment_group column will only show incidents separated by group, any requests will show up in the "(empty)" column...
Going back to the beginning, so now I have this new Communications group wanting to view survey results in a report. In our current situation I see that we will never see results with "Communications" as the assignment group because the "Requests" are never assigned to a group so any survey results specific to their assignment_group since the Flow for their catalog item generates requests but only Task are assigned to their group. (Any results from their group would show in "(empty)" column in example report.
I have a couple questions and need advice:
1) I need to accommodate this group. I was thinking of creating a new survey specifically for their group with trigger on sc_task table (not sc_request table) with condition State=Closed Complete AND assigment_group=Communications. I figured that since their Flow assigns tasks to their group this should trigger this new survey for their group.
2) If I proceed with setting up the new survey as mentioned in 1) above, does that means users will start getting 2 surveys each time the Communications group closes a Task? I am worried about this because the Flow for their group closes associated RITM and Request right now. So I am thinking the original survey on sc_request will trigger one survey, and then another survey will get triggered with condition on sc_task.
I was considering adding a condition to the old survey with an "AND" condition with assignment_group is NOT Communications but this will not work because their Flow does not assign the Request to Communications group, the Task is assigned to their group...
So The approach I was going to take to accommodate the new survey for Communications and avoid having multiple tsurveys to users for same request was as follows:
-Change the Flow associated with the Communications group's catalog item to have a new step to update sc_request table to set field assignment_group to "Communications"
AND
-Change the trigger condition of the original survey to on sc_request State=Closed Complete AND assignment_group is not Communications
AND
-Then lastly, create new survey for Communications on sc_task with condition State=Closed Complete AND assignment_group is Communications
Do you think this approach is the best way to go for the situation I am dealing with? I would hate to have to redesign our surveys and triggers at this point just to accommodate the new group coming on board. If you have other recommendations please let me know!
Lastly, does anyone else find the out of the box reporting related to survey results to be very "basic"? 🙂 I seems like you basically have to make custom reports to see things like survey results broken down by question/response/assignment_group.
TIA,
Chris
