create escalate incident from survey response

[Ravivarman Saee]

currently we are sending a satisfaction survey through a mail to the caller (user) when his incident is resolved. When the user selects dissatisfied, a respond (inbound) email will be sent to servicenow(our instance). i want that response email sent to another particular group email id as well. how to do ?

[Harish KM]

Hi @Ravivarman Saee create a event and fire this event in that inbound email action which will send email to that group

doc: https://docs.servicenow.com/bundle/tokyo-platform-administration/page/administer/platform-events/con...

[chetanb]

Hello @Ravivarman Saee 

You can create workflow on incident table and trigger condition like when survey submitted.

 Add script condition activity and write script like when answer of the survey is dissatisfied  return true or else false.

and later add escalate action.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Regards,

CB

[Ravivarman Saee]

Hi @chetanb 

Thanks for the suggestion. Actually i misinterpreted the question. When the user selects dissatisfied, a feedback mail will be sent to servicenow. i want that response email sent to another particular group email id and create an escalation email as well.

[chetanb]

Please rephrase entire usecase- will be good to guide accordingly

[Ravivarman Saee]

hi @chetanb rephrased.