Survey notification triggering

[Mehavarnan C]

Hi All,

I need to trigger a survey notification, when an incident is closed, in the same incident closed notification, I want to embed and trigger the survey notification. I have a different survey form, based on the request I want to trigger different survey links into the incident closed notification.

[raj chavan]

Hi @Mehavarnan C 

This is the one approach to get it done 
1-Determine survey URL

use notification with script to dynamically build survey url

   Example
var surveyUrl = '';
   if (current.category == 'hardware') {
       surveyUrl = 'https://yourinstance.service-now.com/x_survey_table_hardware.do';
   } else if (current.category == 'software') {
       surveyUrl = 'https://yourinstance.service-now.com/x_survey_table_software.do';
   } else {
       surveyUrl = 'https://yourinstance.service-now.com/x_survey_table_general.do';
   }
   email.addBody("Please provide your feedback: <a href='" + surveyUrl + "'>Take Survey</a>");

2. Embed the Survey in the Incident Closed Notification

Update the Incident Closed Notification to include the generated survey link. Use dynamic placeholders and ensure the survey link is clear and accessible to the recipient.  

3 - Use Notification Conditions

Add conditions to ensure the notification triggers only when the incident state is set to `Closed` and a survey needs to be sent 

state == 'Closed' && category != ''