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Setting up survey triggers 

 

Overview

Surveys can be triggered by authoring trigger conditions. This article provides information about setting up survey triggers. 

 

Survey frequency

The survey frequency can be controlled by three factors:

Frequency of chances condition to be met: Generic conditions would be met more frequently, while more stringent conditions would fire a survey less frequently. For example, setting up a survey when a state change occurs on an incident would fire each time the incident state changes. In contrast, checking specifically Closed state would fire a survey only if the incident moves to Closed state.

Repeat interval: This enables the admin to control how often the same survey can be assigned to the same user. If the condition is met, but the repeat interval is still not met (for example, the time duration lapse since last take of the survey is still less than Repeat interval duration), the survey would not be assigned to the user when the trigger is fired. The survey instance can only be assigned to the user if the lapsed duration is more than the repeat interval duration. To have no restriction on repetition, the value can be set to 0.

Random Assignment: This is controlled by the Trigger Randomly and Probability fields. If Trigger Randomly is selected, the survey is triggered to match the probability, so a survey would be triggered that number of times out of 100 matching condition matches. For example, if the probability is set to 50, the system sends the assessment approximately 50% of the time the conditions are met, assuming there are no repeat interval restrictions.

NOTE: While creating multiple trigger conditions is possible but can lead to issues like sending duplicate survey instances to the same user. 

  

Additional information

Fuji - Assessment trigger conditions:

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/assessments/reference/r_AssessmentTriggerConditions.html

Geneva - Configure a trigger condition for a survey:

https://docs.servicenow.com/administer/survey_administration/task/t_CreateATriggerCondition.html

Article Information

Last Updated:2018-01-08 09:36:58
Published:2018-01-08