Auto-trigger the User Survey report for scores below a certain threshold

Auto-trigger the User Survey report for scores below a certain threshold

User surveys are essential for measuring user satisfaction and driving continual service improvement. It is more crucial to notify key stakeholders of a negative survey response as it represents the user's voice and highlights areas needing attention.

In ServiceDesk Plus, you can use the following custom query to notify key stakeholders whenever a user survey receives a score below a specified threshold.

This query contains the columns Requester Name, Request ID and Survey Percentage.

select aau.first_name as "Requester Name",wo.workorderid as "Request ID",srm.result as "Survey Percentage" from survey_response_main srm left join aaauser aau on aau.user_id=srm.userid left join surveyresponserequestmapping srrm on srrm.RESPONSEID=srm.RESPONSEID left join WorkOrder wo on wo.WORKORDERID=srrm.WORKORDERID where srm.typeid != 4 and srm.result < 50 and  srm.responsetime >= <from_today> AND srm.responsetime <=  <to_today> ;

Notes
The custom query above retrieves survey responses with a score of 50% or less, limited to those submitted on the current date. You can modify it as required.


Refer to the following KB article for various date templates that can be used in the query.



Steps to configure:

1. Copy the query and execute it under Reports > New Query Report. After the report is generated, save it in the desired folder.

2. After saving, re-run the report and schedule it as needed. 



3. Select the desired recipients. Refer to the following documentation for more information on how to schedule a report.