I have embedded an Emoticon survey in the email notification. An email notification with the embedded survey is sent to the user. The user can answer the survey question in form on Emoticon, Comments and submit the survey from the email client instead of opening the survey in a new browser tab.

I am implemented this solution for one of my projects and they are using this for almost 1 year. Though, this is not the perfect solution, but it’s working fine till now.

#Configurations needs to be done:

1. Need to create a Survey definition including survey category and an assessment metric, and trigger condition for a survey.
2. Need to create an Email script for configuring clickable Emoticon’s.
3. Need to Create a Notification/ Modify existing notification for resolution.
4. Need to Create a new Inbound action for processing response received from end user.

#How it works:

1. Once you resolve an Incident, a resolution notification will be sent to the Caller with Clickable Emoticons/ Smiley’s embedded in email notification.

1. If user clicks on any one of above Emoticon / Smiley, it will trigger a new mail to ServiceNow with predefined format. For example, here I have clicked on 1st Emoticon/Smiley and you will see email triggered in below format.

1. Once ServiceNow receives the email response, with the help of inbound action it will process a response. Inbound action will check the Survey ID and Incident number in order to update the response in Survey tables.

Please do share your suggestions/feedback in order to enhance the solution.

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Cheers,

Abhishek Gardade

Update: Added missing attachment files.