Configuring the Survey Frequency and Sending the Survey

9 min

by default, the application generates a survey notification for every fifth record you do not need to offer a survey to every customer to get a valid sampling sampling is controlled by a workflow and is available for incidents and service requests step 1 configuring (or creating) the global constant for the survey docid\ gqwerufbirgkf1vttzvm8step 2 configuring (or creating) the business object field for the survey docid\ gqwerufbirgkf1vttzvm8step 3 configuring (or creating) the business rule for the survey docid\ gqwerufbirgkf1vttzvm8step 4 configuring (or creating) the workflow for the survey docid\ gqwerufbirgkf1vttzvm8 step 1 configuring (or creating) the global constant for the survey set the global constant to specify the frequency of the surveys from the configuration console, click build > global constants to open the global constants workspace the list of global constants appears double click the value for the following, then enter a frequency number parameter description incidentsurveyfreq sets the survey frequency trigger when an incident is closed servicereqsurveyfreq sets the survey frequency trigger when a service request is closed you can also add or create constants based on the requirements or team specific for example, create incidentitsurveyfreq constant to trigger surveys whenever an it incident is closed click save when an incident or service request is closed, the notification workflow compares the value with the total number of incidents that have closed since the last survey was triggered if the number matches, the application triggers the survey email workflow (called incident survey for incidents or send survey notification for service requests) step 2 configuring (or creating) the business object field for the survey set the business object field for the flag to show whether a survey goes out for this incident or survey request from the configuration console, click build > business objects to open the business objects workspace open the business object for which to send a survey click the fields tab the application displays a list of fields the field called sendsurveynotification should have the following settings setting description type boolean nullable checked stored checked hidden checked if this field does not appear for the business object that you are configuring, you must create it refer to working with fields docid 0j8v1vxsnconit0dpqmtn click save step 3 configuring (or creating) the business rule for the survey the business rule should set the flag field from the configuration console, click build > business objects to open the business objects workspace open the business object for which to send a survey click the business rules tab expand the editing and calculation rules section the sendsurveynotification rule has the following settings parameter definition condition beforesave field value $(if(((incidentnumber % getglobal("incidentsurveyfreq")) == 0) then true else false)) if this business rule does not appear for the business object that you are configuring, you must create it refer to using business rules docid\ a5ujt2tbpnhh zdyrll2w configuring the survey business rule click save step 4 configuring (or creating) the workflow for the survey the workflow sends the notification based on the value of the flag field from the configuration console, click build > workflow> workflows to open the workflows workspace open the survey workflow for example, under the incident section, click incident survey the incident survey workflow version list appears click the edit icon next to the last version on the list the workflow editor appears ensure that the start , notification , and stop workflow blocks are on the workflow designer if not, you must drag the blocks onto the workflow editor and connect them workflow editor double click the notification workflow block to open the properties refer to notification workflow block docid\ mpqtsztrbutx8hjyoycfc in the body area, click the source edit icon to view the message in html format the following is the html version of the body 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 \ hi $(profilefullname), \ \ \ \ please spend a few minutes to fill out the following survey the feedback you provide\ will be used to improve our level of service \ \ \ \ \ \ \<a href="$(getsurveylink(getsurveyname('defaultsurveyname'), 'incident', recid))"> click here to fill out survey \</a> \ \ \ \thank you \ \ service desk\ survey url structure $(getsurveylink(surveyname, business object name, recid)) starting with the release 2026 3, the following survey url structure will be deprecated $(getsurveyurl())\&survey name=$(getsurveyname('defaultsurveyname'))\&customer id=$(getapplicationid())\&ot=incident\&oid=$(recid)\&page index=0" update the workflow configuration by doing the following a in the workflow, click configuration the application displays the workflow configuration dialog box b click the trigger definition tab c under the object level conditions header, ensure that created and updated are both checked d ensure that specific fields updated at least one of the following fields should be updated and and are both selected e ensure that there are two fields and they have this information field = status , operator = equal to , value = closed and field = sendsurveynotification , operator = equal to , value = true f click save survey workflow trigger definition click save for each incident, the business rule runs and this sets the sendsurveynotification flag when incident number modulus the global constant is equal to 0 (that is, when dividing the incident number by the global constant results in a division with no remainder; for a frequency of 5, all incidents ending with 0 or 5 receive a survey) when an incident is closed, if the sendsurveynotification flag is set, the application runs the workflow and sends the survey to set the url in the survey email, do the following a in the properties for the notification block, insert the survey url into the html of the email for example, change $(getsurveyurl()) to $(getsurveyurl(" https //www survey company com ")) b click save you might encounter an “invalid session” error if any of the following conditions apply the survey name configured in the global constant (gc) is incorrect for more information, refer to default global constants docid\ dgb4v84edr0axvy7mlnnf cached data is outdated; rebuilding the cache resolves the issue