2017年7月27日 星期四

[ServiceNow] Sending Survey Invitation to caller after an incident was closed

Login ServiceNow

To view existing surveys, go to [Survey] > [View Surveys]

To create a new survey, go to [Survey] > [Survey Designer]

After a survey is created, go to [Survey] > [View Surveys] and open the survey.

Tick the checkbox "Send Notifications" > Save

Now, we need to create an email notification.


Go to [Survey] > [Administration] > [Trigger Conditions] > [New]

* Assessment = name of survey
User field = Caller
* Table = choose a table (e.g. Incident)
* Condition = condition to send this survey invitation


e.g. Incident state is "Closed"

Click "Save"

A business rule called "Auto assessment business rule" will be created automatically.


To view the email template,


[System Notification] > [Email] > [Notifications]

Search "Survey User Invite"

Testing


When the state of an incident changed to "Closed", an email titled "Survey invitation: New survey on Incident Solution Feedback" will be sent to the incident caller.

1 則留言:

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