[Music] please subscribe to my channel and click on the bell icon to get the regular updates of my channel and do not forget to like comment and share hello everyone welcome back to sas with servicenow this is part of itsm implementation mock training feedback is one of the most important factor for any it service in this video we will configure surveys for incidents that how exactly you can configure surveys so the user get a particular survey on the basis of some conditions and the task would be that survey is sent for network team so let's say network team wants to get some wants to send notification to their users directly if they resolve any incident so how exactly you can send this survey because they might have some different kind of questions which they want to put in surveys so let's see how exactly you can send this survey in our personal developer instance for configuring surveys you have an application in service now that is out of the box application so you can directly type surveys survey and you will see this application now in order to trigger a survey you should definitely configure trigger conditions so at the bottom of this application you will see trigger conditions if you will select this it will basically show you the list of conditions you have configured for a survey so here what exactly you can do let me click on this new button because this will configure the triggering on the service which basically decides when exactly you want to trigger the survey so here first you can select any assessment that's the most important thing so let's say whether you want to create a new survey where you want to specify some questions so you can also create any particular assessment or you can just mention any any existing one as well so it's totally up to you here maybe i will maybe i will select the service desk satisfaction survey for now so i will select this one and it is selected and here i can select the table so for which table you want to send the survey and we want to send it for incident so we will have this condition on incident one and then here we have user field what exactly that user field is that is basically caller so we will have the caller field here and then it's basically says trigger randomly and probability hundred percent repeat interval that in how much interval you want to send that survey that's something you can configure in this particular option and here we will provide the condition that if assignment group is if assignment group is network so i will just mention this if assignment group is network and state is resolved so if a state is resolved assignment group is network then it should trigger the survey i will just click on save so our condition is created and if i go to my trigger conditions module again so we have this two surveys now and if i see the another one if i see this one it's basically the short customer satisfaction survey and we don't have any any particular table user table and here we have i think we will have condition okay we have caller is already selected and it says state changes to closed and universal uh request is empty and it says trigger randomly i think we can check uncheck this as well in our survey so if i open this one we can't send it randomly so maybe we can just send it every time we want so i will just uncheck this box one more thing i will not uh i will not keep this very long interval maybe i will just keep it i will maybe keep i can just mention maybe uh one is hours basically so let's one day so in one day we should not send more than one survey so i will just save this and now i will create an incident and resolve this one but for that i think uh there are two things either you do state changes to resolved so but let's see if this works so what i will do i will directly go to incident and i will create a new incident and i will resolve it or maybe i will basically use the existing one but i have to make sure that we have that network group that is more important and we do have a lot of here so you can see we have this one and i will just solve this i will click on solve resolve and then i will just mention assigned to maybe this person and i will provide the information test and that's it and if i click on save let's see if we will get the survey so it's saved and if i go to emails that is something i really want to see whether i will get a survey or not and let's see if i get any survey so that's resolved i'm not getting any survey as of now you can see it is not basically triggering any kind of survey um not really i'm not getting any survey so ideally it should send and i think let me cancel this here we have this one basically and we have assignment group is network and state is let's make it state changes to resolved i think that's much better changes to resolved if i do that and i will click on save and let's try to not really i'm not getting any survey here but let's create the incident again and see if i can get that so i will just create this one and i will just select maybe another any other user maybe mock service desk one and this one and maybe i will select this configuration item and i will select this one okay and then i will just put the test you have to remember one thing because this also does not have any email address absolutely because it will not know where exactly it will send so what i can do i can just copy this mention it here and i will just mention example.com i'm just saying the email address so it's saved and i will make the change to resolved and i will update this one maybe david lu and here i will just select permanently and i will mention test and then it's selected and i will just click on save let's see if this user will get the notification for survey so i'm done and if i click on save uh refresh this one i think that's a condition so trigger condition should work um it's still not basically okay we got the e email you can see here but not for survey yet it's just saying that yeah ticket got created for this one but i don't have any email for surveys yet so yeah you can see i don't have any email yet what could be the issue because we do have this active check box we have assignment group is network we have state changes to as resolved i think that is something we have already done and if i check this i think maybe there must be some condition that's the reason it is not maybe picking up the survey if i check this one or i think maybe we can just do one thing let me check the instances if it is sending any survey if i check the survey instances here ready to take maybe um nothing got created i think as of now if i just open this one and if i yes we do have you can see here we got a survey which was sent to mock service desk and here is the survey but why email is not there so survey was created for sure hundred percent we do have survey right here but the thing is maybe we have not enabled the email notifications so that's the reason it is not sending but overall the survey was definitely uh assigned to this user mock service desk this user can definitely fill the survey what i can do let me just quickly check if we have any notification available for this particular table it seems like true for all the notifications so maybe uh maybe it's not it doesn't have that configuration we have to check that which exactly uh notification is sent but overall that survey was assigned successfully email was not sent for sure as you can see here but survey was actually assigned to the users if user will maybe if i maybe impersonate that service death service desk user i will select service desk user one let me check if i got a survey in my self-service module so if i go to self-service module i have this my assessment and survey let me check if i have any if i click on this it should show that survey if any services will be assigned to me absolutely you can see we got this the same incident we created this is the incident we are talking about here and this user got the survey so as a user i can just click here take survey and i can fill the survey whatever i want yeah average or poor or very good uh yes and happy and maybe i should not give poor excellent and test and i can just submit this so you are done that means user is receiving the survey is just about the notification which you can also configure but this is how you configure surveys for incident management and you can also configure service for any table you want you just need to put the trigger conditions as well so that that particular condition works and in our case our trigger condition definitely worked and that user got the survey as per the condition we mentioned that it should be changed to resolved and basically assignment group should be network team that's the reason that particular user guard the survey that's how you can configure surveys in servicenow instance for itsm implementation thanks for watching this video please like share and comment 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