Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Transactional Survey Incorrectly Sending
Answer ID 4541 |
Last Review Date 09/29/2022
Why are my surveys that are intended to send under certain conditions sending when the conditions no longer match?
Environment:
Rules, Surveys
Resolution:
Incidents will traverse all rules in the current rule state with each update to the incident. If an incident meets all of the rule conditions, all actions will be applied regardless of the changes to the incident that moved it from a previous state. This can cause a incident to fire the same actions each update such as send response or send survey which can be confusing for the contact on the incident.
An example would be when an end of incident survey is sent and the incident closed but when the incident is reopened it repeatedly sends new surveys because it still matches all the conditions. Therefore it is a best practice to use an escalation which can revalidate specific rule conditions.
Example:
1. Create an unresolved type incident status "to be closed". This status is intended for use when agent work is done and the incident will be closed when some action in the future occurs such as sending an end of incident survey. Incidents with this status should be removed from normal agent work flow.
2. Create an escalation rule based on specific conditions that will escalate in two days. Add a condition if previous escalation level equals unspecified so that the escalation only sets once.
3. On that escalation rule, check the Revalidate box. After 2 days, the Revalidate option will force the rule to re-check all the rule conditions.
4. Create another rule with the escalation level as a condition to send the transactional survey immediately with an else that will clear the escalation if it does not meet the conditions.
Notes:
For further information on Revalidate please view the following answer:
Answer ID 2015: Using Response Interval, Revalidate, and Recalculate boxes with rules
For further information on creating and configuring transactional surveys, please view the following answers:
