Trigger Condition form for surveys
Summarize
Summary of Trigger Condition form for surveys
The Trigger Condition form for surveys in ServiceNow allows you to configure automated survey sending based on specific conditions in selected tables within your application scope. This feature enables you to send surveys to users linked to records when defined criteria are met, facilitating timely feedback collection without manual intervention.
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Key Features
- Assessment Survey: Select the survey to send when the trigger condition is met.
- Table Selection: Choose the table where the trigger condition is evaluated, limited to tables in the current application scope. For example, selecting the Incident [incident] table to send surveys when incidents close.
- User Field: Specify the field that references the user to whom the survey will be sent. It can be any user reference field on the selected table or a referenced table. The tree picker assists in selecting the correct field. Note that setting the survey to Public avoids requiring users to log in to complete it.
- Repeat Interval: Define the minimum time before the same user can receive the survey again from this trigger. This prevents survey fatigue by limiting frequency, e.g., sending only one survey every 30 days. Ensure the survey’s schedule period is set to No Limit to function properly with this setting. Anonymous surveys bypass this restriction.
- Active Checkbox: Toggle to activate or deactivate the trigger condition.
- Trigger Randomly: Option to send surveys either every time conditions are met or only a percentage of the time, controlled by the Probability (%) field. This helps manage survey volume and sampling.
- Related Fields 1-4: Select up to four reference fields from the triggering record to capture additional data for reporting purposes. This allows you to enrich survey response records with contextual information. Note that the ticket number field cannot be used, but the triggerid column is available.
- Description: Provide a summary to identify the trigger condition easily.
- Condition Builder: Define the specific criteria that must be met to trigger the survey, such as state changes (e.g., Incident state is Closed). Avoid using dot-walk conditions, as they can cause the trigger to malfunction.
- Business Rule (Admin only): Automatically created system rule that monitors the selected table and sends the survey when conditions are met. No manual configuration is needed.
- Application (Admin only): Typically set to Core to indicate the application context.
Practical Implications for ServiceNow Customers
By configuring trigger conditions correctly, you can automate survey distribution tied directly to your business processes, such as collecting feedback after incident resolution. The repeat interval and probability settings help manage user experience and response rates effectively. Including related fields enhances reporting and analysis by linking survey responses to pertinent record data.
It is important to ensure the survey schedule period settings align with the trigger configuration to avoid unintended behavior. Also, setting surveys to Public enables non-logged-in users to respond, broadening participation.
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:
|