The Create Assessment record is not created if user has a pending survey instance for the same survey.

Steps to Reproduce


  1. Create a trigger condition for the Customer satisfaction survey survey.
  2. Add a trigger condition on the incident table that fires when incident state is closed.
  3. Set the Repeat interval to 5 seconds.
  4. Try closing an incident with caller_id="abel tutor".
    The system creates a Survey Instances record assigned to Abel Tutor with a State of Ready to take.
  5. Close another incident with caller_id="abel tutor"
    No additional Survey Instances record is created for Abel Tutor because the previous instance is not completed.


There are two workaround options:

  • Use legacy survey.
  • In Fuji patch 1 and later relases, cancel the previous survey and receive a new one. You can still only provide feedback for one task that is the latest closure.

Related Problem: PRB606689

Seen In

Eureka Patch 1
Eureka Patch 10
Eureka Patch 10 Hot Fix 1
Eureka Patch 11
Eureka Patch 11 Hot Fix 2
Eureka Patch 4 Hot Fix 1
Eureka Patch 5 Hot Fix 1
Eureka Patch 6
Eureka Patch 9 Hot Fix 1
Fuji Patch Hot Fix 1
Fuji Patch 1
Fuji Patch 10
Fuji Patch 3
Fuji Patch 5
Fuji Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-05-27 14:06:57