This is a public Forum  publicRSS

Topic

    Jepee Celorico
    Set Email Notification for Transactional SurveysAnswered
    Topic posted July 31, 2018 by Jepee CeloricoExplorer 
    90 Views, 6 Comments
    Title:
    Set Email Notification for Transactional Surveys
    Content:

    Hi Experts,

    I just want to know if I can send out emails instead of the "Notification" Standard Element? Is there any workaround or any other way on this one? Because some users are not usually logged on the application that's why we need to send the notifications via email. Thanks.

    -Jep

    Version:
    17D, 18B

    Best Answer

    Jess Campbell

    Hi Jep,

    I have attached a PDF of the report definition. Basically, I have the report check for the past 15 minutes and created an exception to capture when a mailing is stuck by determining if there are any rows in the report. Basically, if there is a row, incident reference number will be greater than 0. And then created an alert in the schedule to send me the report if the alert is triggered.

    I think this could work for surveys as well, by using question session id, and the completed date within a specific time frame. Though, like I said, you wouldn't want to do this for each individual user if you have 500 users. It would be most useful if you wanted to send all survey responses to a specific manager or team as soon as possible.

    Jess

    Answer

     

    • Carl Elliott

      I assume you are talking about the staff notifications and not when the survey is sent to the customer.    

      That is handled in the staff account settings and personal settings. Here is an answer that explains how to do it.  

      https://cx.rightnow.com/app/answers/detail/a_id/1835

    • Jess Campbell

      If you can't get this to work the way you want, you can try creating a report for each of those users which has an exception to tell when a survey id >0. Then set a schedule to send an email alert when a new survey is received. This would not be a viable solution if you have many users that would need alerts this way. But if you are sending alerts to managers, department heads, or select employees, this would work.

      For an example, I use something like this to alert me when we have a survey invitation that fails to send, so I can check for issues.

    • Jepee Celorico

      Hi Carl,

      Thank you for your suggestion. This can work.

      Hi Jess,

      I'm very interested on your approach. Can you elaborate more on how did you made the report that gives an alert every time there is a failed survey invitation?

      Thank you.

      -Jep

    • Jess Campbell

      Hi Jep,

      I have attached a PDF of the report definition. Basically, I have the report check for the past 15 minutes and created an exception to capture when a mailing is stuck by determining if there are any rows in the report. Basically, if there is a row, incident reference number will be greater than 0. And then created an alert in the schedule to send me the report if the alert is triggered.

      I think this could work for surveys as well, by using question session id, and the completed date within a specific time frame. Though, like I said, you wouldn't want to do this for each individual user if you have 500 users. It would be most useful if you wanted to send all survey responses to a specific manager or team as soon as possible.

      Jess

    • Jess Campbell

      Here's a screenshot of the exception.

    • Jess Campbell

      Here's one of the alert in the schedule.