Follow up Survey if initial Satisfaction Survey is 5 or less referencing Incident

[Forrest Kelley]

I have an email notification going out for a 1-10 Satisfaction Survey based off an Incident. The initial email has the Incident information utilizing triggerID field to show short description and Incident number. If this survey scores 5 or below, I have a follow up email that sends with a link to a longer survey. When utilizing the triggerID for the follow up email, the fields from the assessment metric table are being pulled instead of from the Incident we are working which is wrong. What would be the best approach to having the follow up email reference the Incident instead of the initial survey, a flow in flow designer? Just wanted to see if anyone had any ideas or guidance. Thanks in advance!!

[Musab Rasheed]

Based on what I understand, I suggest you create two surveys one for 1-5 ratings which will be longer survey and another normal survey, with this you will make sure you add data from Incident rather than referring to initial survey

[Forrest Kelley]

Thanks for the response! I already have the surveys and notifications built. 1st survey is created and notification is sent when Incident is resolved. 2nd survey is created and notification sent if 1st survey scores 5 or less. the problem is the 2nd notification is supposed to display the Incident number and short description in the body of the notification email, but the 2nd survey is triggered from the 1st survey response, so the notification won't reference fields from Incident because it's pulling from the 1st survey's response. any idea how to approach this? I'm thinking an email notification script is needed, but am new to the scripting world.

[Musab Rasheed]

Yes, if there is field which will reference incident then it is possible through email notification script. you will get lot of threads related to that.