Survey is only accessible to caller and not accessible to other who are receiving notification

[nandini29]

I have configured a survey to trigger upon incident resolution, with notifications sent to the caller, application owner, and RCA manager. Although the notification is successfully delivered to all recipients, only the caller is able to access and complete the survey.

Could you please advise how to configure the survey to allow access for the RCA manager and application owner as well?

[pavani_paluri]

Hi @nandini29 ,

The survey is only working for the caller because ServiceNow’s survey engine is designed to tie the survey response to a single “respondent” user. The survey link that gets sent out is tokenized for that one person, so when the RCA manager or application owner clicks it, they don’t have valid access.

Generate separate survey instances
ServiceNow can create a survey record for each respondent. That way, each person gets their own unique link tied to their user ID.

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Kind Regards,

Pavani P

[nandini29]

@pavani_paluri 

Thanks for your response,
Could you please guide me how we can do that by creating separate survey instances and how it will work in a dynamic way

Preview

[nandini29]

you are telling that we need to add 3 trigger conditions one for caller, one for RCA manager, one for application owner?

[pavani_paluri]

Yes nandini, 

In each trigger condition, the sent criteria will be same but user will be different for one it would be caller, the other it would be RCA Manager and third one its App owner.

Are App owner and RCA Manager both custom fields on incident table?