Trigger Condition form for surveys
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Summary of Trigger Condition form for surveys
The Trigger Condition form for surveys in the Yokohama release allows you to define specific conditions under which a survey is sent automatically to users. This form helps ServiceNow customers configure when and to whom surveys should be dispatched based on changes or events in records within their scoped applications.
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Key Features
- Assessment Survey: Select the survey to be sent when the trigger condition is met.
- Table: Choose the target table within the current application scope where the trigger condition will be evaluated (e.g., Incident table to send a survey on incident closure).
- User field: Specify the field that references the user to receive the survey. This can be any user reference field on the selected table or referenced tables. Use the tree picker for selection. Setting the survey to Public avoids requiring login for survey completion.
- Repeat interval: Define the minimum time before the same user can receive the survey again from this trigger condition, preventing excessive survey sends. Ensure the survey’s Schedule period is set to No Limit for proper function.
- Active: Enable or disable the trigger condition.
- Trigger randomly: Optionally send surveys probabilistically rather than every time the condition is met. When enabled, specify the Probability (%) of sending the survey on each trigger event.
- Related Fields 1-4: Select up to four reference fields from the triggering record to capture additional context for reporting in the survey instance (e.g., Assigned to, Problem). Note that the ticket number field cannot be used directly.
- Description: Provide a summary to identify the trigger condition. The table title is used for the survey description on triggered records.
- Condition: Use the condition builder to specify criteria that must be true to send the survey (e.g., Incident State is Closed). Avoid dot-walk conditions for expected functionality.
- Business rule (Admin only): Automatically created to monitor the selected table and send surveys when conditions are met. No manual configuration is required.
Key Outcomes
- Enables automatic, targeted survey distribution based on specific record events and conditions within your ServiceNow environment.
- Supports control over survey frequency to prevent user fatigue by configuring repeat intervals and random trigger probabilities.
- Captures contextual data from triggering records for enhanced reporting and analysis of survey results.
- Provides flexibility to send surveys publicly, allowing recipients to respond without authentication.
- Simplifies administration by generating required business rules automatically, ensuring seamless survey delivery without manual scripting.
Description of the field values for the Trigger Condition form for surveys.
| Field | Description |
|---|---|
| Assessment | Survey to send. |
| Table | Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table. |
| User field | Field that stores the users you want to send the survey. You can select any
field, on the selected table or on a referenced table, that references the User
[sys_user] table. Use the tree picker to select a field. Note: To avoid requiring users
to log in to take a survey with a trigger condition, set the survey to
Public. |
| Repeat interval | Minimum period that must pass before the trigger condition can resend the survey
to the same user. For example, assume the repeat interval is set to 30 days. Even if
the same user qualifies for multiple surveys from this trigger condition, the system
can send only one survey every 30 days. Note:
|
| Application | [Admin only] Application is set to Core. |
| Active | Check box that determines whether this trigger condition is active (selected). |
| Business rule | [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule. |
| Trigger randomly | Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected). |
| Probability (%) | Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected. |
| Related Field 1- 4 | Field that contains a value you want to store for reporting purposes. You can
pick any reference field on the selected table. When the trigger condition generates a
survey instance, the system stores the value from the triggering record. Specify up to
four fields. For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance. Note: You cannot use a related field for the
ticket number because you cannot select the Number column. You can, however, use the
trigger_id column of the table. |
| Description | Summary information to identify the trigger condition. Note: For a triggered
record, the table title is used for the survey description. |
| Condition | Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed]. Note:
|