How to create an alert message if a survey with a negative feedback is receiving

[Meryem ELGNAOUI]

Hello team 

I am the quality manager in a project servicenow and I manage the surveys
and I need to receive a message notification every time when a user sends a negative survey
Can you help me ?

Thank you 

[Slava Savitsky]

How do you define a negative survey?

[Meryem ELGNAOUI]

Hello Slava

when the user is dissatisfied (score = 1) or very dissatisfied (Score = 0)

[Slava Savitsky]

Is that score for a specific question or for the whole survey?

[SN_Learn · Accepted solution]

Hi @Meryem ELGNAOUI ,

The results of the Survey(s) are stored in the [asmt_metric_result] table.

So, you cna follow the below steps to achieve your requirement:

1. Create a notification for table: [asmt_metric_result]

2. Apply the conditions in 'when to run' as per your requirement.

3. 'Who will receive' will have the email address of the quality manager.

4. 'What it will contain' will have the content of the email.

The other option will be to create a business rule and then utilize gs.eventQueue() to trigger a notification(this time it will be 'fired by event' )

You can have a look at the below reference as well and rather than creating incident, you can trigger notification:

ServiceNow Flow Design - Creating an incident off a negative survey response 

Mark this as Helpful / Accept the Solution if this helps