Inside CSAT survey it says- you are not authorized or the record is not valid

[likhitasu]

1)How to delay the CSAT survey email for 2 hours from the time of incident resolution

2)If the survey is not filled, then a follow-up notification should be sent to the caller after 5 days from the time of incident resolution.

I have tried this requirement in the flow designer, where I've added trigger condition as state changes to resolved, then wait for 2 hours, create an assessment instance record(asmt_assessment_instance)(mapped Assigned to, trigger ID, Metric type, Task, trigger table fields)and then sending a notification. After that wait for 5 days, then look up the assessment instance record created in step-2, then in the If condition checking the state of the assessment instance record is ready to take, if it is yes, then another notification should be sent(survey url should remain same)

I have inactivated Auto assessment business rule and changed the trigger type of OOB dispatch survey notification event Business rule from 'fire from an event' to 'trigerred'.

In the CSAT survey, after clicking on 'Take the survey' button, page is redirecting to serviceportal where the URL contains dev.service-now.com/sp?id=take_assessment&instance_id='sys_id of the recently created asmt record', in the header i can see Home>my surveys>survey, but in the body it is showing a message as: "You are not authorized or the record is not valid'' - I've tried impersonating with the caller. still it is showing as- "You are not authorized or the record is not valid''  
Can someone please suggest me on this

[pavani_paluri]

Hi @likhitasu ,

What you’re running into is a permissions issue with the assessment instance record rather than the timing logic itself. The “You are not authorized or the record is not valid” message usually means either:

1. The assessment instance isn’t properly linked to the user (caller)
- When you create the asmt_assessment_instance record manually in Flow Designer, you need to make sure the User field is set to the caller.
- If it’s left blank or set incorrectly, the caller won’t be able to open the survey.

2. The assessment definition isn’t published or accessible
- Check that the CSAT survey (assessment definition) is active and published.
- Verify that the assessment definition is tied to the right metric type and that the caller has access to it.

3. Portal access / roles
- The Service Portal page sp?id=take_assessment requires the user to have access to the assessment instance.
- If you impersonated the caller and still saw the error, it’s likely the instance record wasn’t created with that caller as the respondent.

How to Fix
- In your Flow Designer step where you create the asmt_assessment_instance, set:
- User = Caller (trigger.caller_id)
- Task = Incident (trigger.sys_id)
- Metric type = Your CSAT survey metric type
- Double‑check that the State of the assessment instance is “Ready to take.”

For the Delay Requirements
2‑hour delay → Your Flow Designer “Wait 2 hours” step before creating the assessment instance is correct.
5‑day follow‑up → After waiting 5 days, query the assessment instance. If the state is still “Ready to take,” send the reminder notification with the same survey URL.

The error you’re seeing is because the assessment instance isn’t tied to the caller correctly. Fix the “User” field when you create the record, and the survey link will work.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[likhitasu]

I've already did the same steps. Assessment instance record is created on the caller name, but assessment instance questions are not coming in the related list of the assessment instance record.  Is that the reason, why the questions are not being seen by the caller in the survey email?

Previously there is a business rule, where the assessment instance record gets created-script is as below:

function onAfter(){

(new sn_assessment_core.AssessmentCreation()).conditionTrigger(current, 'sys_id of survey trigger condition')

Is it possible to create the same as in the business rule via Flow designer? 

[PradeepReddyA]

Hi @likhitasu 

Even if you are able to create a assessment record then you will be not able to see the questions. At the time of creation of record in the assessment record try to call the script that is provided in the business rule so it will trigger the questions correctly and remaining logic follows.

Hope that helps !