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Surveys are triggered for old incidents when updated - Support and Troubleshooting
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  • Surveys are triggered for old incidents when updated
KB0694119

Surveys are triggered for old incidents when updated


481 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Symptoms


When an old incident is updated, a survey was unexpectedly triggered.

Release


Jakarta Patch 8

Cause


The survey trigger condition has a condition for incident state IS closed. If an incident record is updated and it meets all conditions, a survey will trigger.

Resolution


To prevent this behavior, the trigger condition can be changed to incident state CHANGES TO closed rather than incident state IS closed.

 


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