Assessment trigger conditions

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Assessment trigger conditions

    Assessment trigger conditions in ServiceNow enable administrators to configure when and to whom assessments are sent based on specific system events or record changes. For example, assessments can be automatically generated when an incident or change request is closed. This functionality helps gather feedback from users related to the triggering record, such as incident callers or assignees, improving process evaluation and vendor performance measurement.

    Show full answer Show less

    Key Features

    • Trigger Conditions: Define the exact events and conditions (e.g., incident state changes) that initiate sending an assessment.
    • Recipient Selection: Assessments are sent to users associated with the triggering record, such as assigned technicians or vendors.
    • Assessable Record Field: Specifies the record linked to the assessment, ensuring relevant questions are included based on the associated entity (e.g., vendor or company).
    • Repeat Interval: Controls the minimum time between assessments sent to the same user for similar records, preventing assessment fatigue.
    • Trigger Probability: Allows setting a random chance for an assessment to be sent when the trigger conditions are met, providing sampling flexibility.

    Practical Application

    For instance, when an incident assigned to a technician involves a vendor and the incident closes, an assessment can be sent to the technician to evaluate that vendor. Related users from the incident, such as the caller and vendor company, are captured in the assessment instance for context. Administrators can configure triggers to send assessments every time conditions are met or apply a repeat interval to avoid repeated requests within a short timeframe, enhancing user experience and data quality.

    Considerations

    • Assessable record options depend on the table selected and existing assessable records configured in the system. Default options may be limited to parent records or universal requests unless customized.
    • Trigger conditions must be carefully set to align with organizational processes and ensure relevant, timely feedback collection without overwhelming users.

    A trigger condition tells the system who to send a designated assessment to and when, based on specific conditions.

    With trigger conditions, assessment administrators can configure the system to generate assessments each time a specific action occurs, such as when an incident or change request closes. The trigger condition sends the assessment to specified users who are related to the triggering record, such as incident callers or change request assignees. You can choose to send the assessment every time the condition is met, or set a probability for the system to send the assessment at random when the condition is met.

    For a description of the field values in Trigger Condition form, see Trigger Condition form for assessments.

    Table 1. Trigger condition configuration
    Assessment Vendor
    Table Incident [incident]
    User field Assigned to
    Repeat Interval 30 days
    Active true
    Trigger randomly false
    Assessable Record Field

    [Required] Field on the selected Table that determines which assessable record will be the subject of the assessment. Only appropriate reference fields on the selected Table are available to select. If there are no Assessable Record Field options available, you must select a different Table.

    If the selected Assessment evaluates records on the Company [core_company] table and the selected Table is Incident, the only Assessable Record Field options are fields on the Incident table that reference the Company table. For example, Company or, if vendor ticketing is enabled, Vendor. If you select Vendor, the trigger condition sends an assessment about the Vendor for the incident, assuming there is an assessable record for the associated company. The assessment contains questions from all metric categories associated with the assessable record.
    Note:
    This field is not available if the selected Assessment is a metric type used for surveys. See Survey trigger conditions.
    Related Field 1 Caller
    Related Field 2 Vendor
    Condition [State] [is] [Closed] and [Vendor] [is not empty]

    Trigger condition example

    Modesto Scroggie is the caller on an incident that is assigned to Boris Catino, a service desk technician. Boris contacts a vendor to resolve Modesto's issue and sets the Vendor field to Microsoft. When the incident closes, the system creates an assessment instance assigned to Boris so Boris can evaluate Microsoft as a vendor.

    Because two related fields were selected as part of the trigger condition, the assessment instance stores the following information from the incident:
    • Related record 1: User: Modesto Scroggie
    • Related record 2: Company: Microsoft
    Note:
    Even though the trigger condition is set to be triggered every time the conditions are met, the Repeat Interval setting ensures that Boris does not receive another assessment if another vendor incident assigned to him closes within 30 days of the first one.
    Important:
    The example uses Vendor as the Assessable Record field because the incident table in this example has a Vendor assessable record configured. In a standard instance, the drop down may show only parent, parent incident, or universal request. These are default assessable record types. To add more options, create assessable records for additional tables. For more information, see Assessable records and Metric types and assessable records.