Trigger Condition form for surveys

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Trigger Condition form for surveys

    The Trigger Condition form for surveys in ServiceNow enables customers to automate sending surveys based on specific conditions in their records. This configuration lets you define when and to whom surveys are sent, ensuring targeted and timely feedback collection aligned with business processes.

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    Key Features

    • Assessment Survey to send: Select the survey to be triggered.
    • Table: Choose the table on which the trigger condition operates. Only tables within the current application scope are selectable, e.g., Incident table to send surveys when incidents close.
    • User field: Identify the field referencing users who should receive the survey. This field can be on the selected table or a referenced table and must reference the User [sysuser] table. Use the tree picker for selection.
    • Repeat interval: Set the minimum time between sending repeated surveys to the same user for this trigger condition, preventing survey fatigue. Note that if the survey’s schedule period is not set to No Limit, repeat interval functionality may be affected. Anonymous surveys bypass the repeat interval restriction.
    • Active: Checkbox to activate or deactivate the trigger condition.
    • Trigger randomly: Option to send the survey only a percentage of the time the condition is met. If enabled, specify the approximate sending probability percentage.
    • Related Fields 1-4: Capture up to four reference fields from the triggering record for reporting purposes, storing their values in the survey instance for enhanced data context. Note that the Number column cannot be used, but triggerid can.
    • Description: Enter summary information to identify the trigger condition clearly. The table title is used for the survey description when triggered.
    • Condition: Use the condition builder to specify criteria that must be met to send the survey, such as state changes. Advanced options like case sensitivity or null handling are supported through the GlideFilter API.
    • Business rule (Admin only): Automatically created system business rule monitors the selected table and executes survey sending when conditions are met, requiring no manual configuration.
    • Application (Admin only): Set to Core to designate the application scope.

    Practical Considerations for ServiceNow Customers

    • Ensure the survey is set to Public if you want recipients to respond without logging in.
    • Set the survey schedule period to No Limit for proper repeat interval operation.
    • Use related fields to enrich survey data for better reporting and analysis.
    • Leveraging the trigger randomly feature helps control survey volume and avoid overwhelming users.
    • Activating or deactivating trigger conditions enables flexible control over survey automation based on changing business needs.

    Description of the field values for the Trigger Condition form for surveys.

    Table 1. Trigger Condition form
    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:
    • Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected.
    • Trigger condition creates a survey instance irrespective of the repeat interval if the survey is set as anonymous.
    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:
    When defining conditions like case sensitivity or null values, see APIGlideFilter - Scoped, Global.