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No Place Holder to create a Survey in Workflow Rule for Tickets Business Object

While trying to create a Workflow Rule which Sends Email Notifications that includes Surveys for Tickets and could see that there is no Place holder for Survey and in order to include a relevant field for the placeholder Survey, there are no relevant options.

Ideally to overcome this situation we can go ahead by following the below mentioned steps

  1. In Fine Tuning, Create a Survey Category, e.g. “Customer Satisfaction”, of Type Satisfaction

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  2. Create a Survey of Category “Customer Satisfaction” and take note of the Survey ID.
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  3. Create a Workflow rule of Type EMail
    Define the condition (on save or scheduled) so that the email is sent when you prefer ( Example : 3days after the ticket is Completed)
  4. Create an HTML EMail template, with a placeholder with the format #SURVEYID#Eg . #SURVEY2744#, if the ID of the customer satisfaction survey was 2744
  5. In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter
    For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link

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6. Now once the EMail is sent to the Customer , the system

  • Generates an Instance of the Survey
  • Generate the External Link
  • Uses the generated link to replace the Place holder

7. You can use a href tag in your HTML template file  and replace the link with some generic Place holder

NOTE : This only works for Emails but not for Notifications

In order to access the “Satisfaction” survey type, you need to adjust your scoping and enable Marketing -> Enhanced Marketing Functionalities. 


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