You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Trigger survey from Custom Event Handler or Reports

Received Response
edited Jun 8, 2022 8:57AM in Agent Desktop 5 comments


Trigger survey based on certain conditions



currently we are triggering survey from business rule when the incident is solved and after 96 hours. This was working fine. But business came up with issue if a customer replies to mail this was making the incident open and cannot be treated as solved incident. 

I need your help to arrive at  a solution where an incident is in SOLVED status for CONTINUOUS 96 hours without a status CHANGE survey need to be triggered.

Please let me know your ideas to solve this issue. Need the solution urgently.

Thanks in advance

Kind Regards

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!