Embedding Survey in an Email

Role: Administrator

Minimum Version:Ivanti Neurons for ITSM 2024.2. and above.

The ISM application sends a survey via email to customers whose Incident, Service Request, etc., have been resolved and closed.

The intended user / customer should be able to submit their survey response directly from the email, rather than having to navigate to a survey link within the email.

The following steps will allow you to configure how to embed a survey within an email.

Pre-requisites

This is the step where you configure your Microsoft account with the connector using Actionable Email Developer Dashboard.

Configure the Provider/Connector using the Actionable Email Developer Dashboard by signing in to your Outlook account. Navigate to the link https://outlook.office.com/connectors/oam/publish

Embedding a survey in an email is supported only in Outlook accounts.

Refer to the Microsoft Documentation for more details.

New Provider

Click on New Provider link and provide the following details:

•Friendly Name : Provide a user friendly connector name.

•Provider ID : This field is auto populated. Remember to keep the provider id handy while configuring the ISM application.

•Organization Info : This field is auto populated.

•Sender Email Address : Email address from which the email with the embedded survey is sent.

•Target URLs : This endpoint submits the survey response. It refers to the API URL where you send the survey data.

Follow the steps below to learn how to obtain the Target URL:

Go to https://{tenant-url}/Data/Designer.Workspaces.xml.

In the XML document, search for Survey.

Workspace Id="Survey#" Searchable="false" Name="Survey" Link="{Target URL}/Account/Login?sessionKey={0}" RecentList="false" Visible="false" Default="false" VisibleInMainMenu="false" Closable="true" AdminRoleRequired="true"/>

This is how the entry appears in the XML text.

Copy the Survey Tenant URL value.

Append /api/takesurvey/SaveEmailResponse.

Example: https://{Survey Tenant URL}/api/takesurvey/SaveEmailResponse.

New Provider

Scope of Submission

This is where you provide the scope submission of provider or connector.

Test User : This is for testing purpose to test your providers on users from same tenant.
Organization : This will send embedded survey notification to users within an organization which needs to be approved by Exchange administrator of the organization. E.g.<email_address>@organization.com
Global : This will send an embedded survey notification to users worldwide.

Contact Info

This is where you provide the contact information of provider or connector

Provide the Name, Email Address, Phone Number, Address, City, State, Postal Code, etc of the sender.

Publisher Information

This is where you provide the details of the publisher such as their display name, website, etc.

Scenario

This is where you provide the details of the scenario such as the action you plan to add to your email, the daily number of emails you expect to send, etc.

Information to verify your actionable messages

Provide the information about actionable message.

Detailed instruction to test your actionable message: Provide an actionable message.
Card Payloads : How the HTML message should render in the email body. You can add one or more payloads. These are surveys in JSON template.

Here is the card payload sample.

Copy

Sample-card-payload.json

{

"type": "AdaptiveCard",

"version": "1.0",

"$schema": "http://adaptivecards.io/schemas/adaptive-card.json",

"padding": "None",

"hideOriginalBody": true,

"body": [

{

"type": "ColumnSet",

"columns": [

{

"type": "Column",

"items": [

{

"type": "TextBlock",

"text": "Test Survey",

"wrap": true,

"size": "ExtraLarge",

"weight": "Bolder",

"horizontalAlignment": "Left"

}

],

"style": "emphasis",

"spacing": "None",

"padding": {

"top": "Default",

"bottom": "Default",

"left": "Default",

"right": "None"

},

"width": 80

},

{

"type": "Column",

"items": [

{

"type": "Image",

"altText": "survey logo image",

"horizontalAlignment": "Right",

"url": "data:image/jpeg;base64,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",

"size": "Small"

}

],

"style": "emphasis",

"width": 20,

"spacing": "None",

"padding": {

"top": "Small",

"bottom": "Small",

"left": "None",

"right": "Default"

}

}

],

"padding": "None"

},

{

"type": "Container",

"items": [

{

"type": "TextBlock",

"text": "The survey will take just a minute.",

"wrap": true,

"size": "Medium"

}

],

"separator": true,

"spacing": "None",

"padding": "Default"

},

{

"type": "Container",

"items": [

{

"type": "TextBlock",

"text": "1\\. How satisfied were you with the overall resolution process for your recent IT service request? *",

"wrap": true,

"weight": "Bolder"

}

],

"separator": true,

"spacing": "None",

"padding": "Default"

},

{

"type": "Container",

"items": [

{

"type": "Input.ChoiceSet",

"choices": [

{

"title": "Very Satisfied",

"value": "verysatisfied"

},

{

"title": "Satisfied",

"value": "satisfied"

},

{

"title": "Neutral",

"value": "neutral"

},

{

"title": "Dissatisfied",

"value": "dissatisfied"

},

{

"title": "Very Dissatisfied",

"value": "verydissatisfied"

}

],

"style": "expanded",

"label": "How satisfied were you with the overall resolution process for your recent IT service request?",

"id": "rbtn1",

"isRequired": true,

"errorMessage": "This field is required."

}

],

"padding": {

"top": "None",

"bottom": "Default",

"left": "Default",

"right": "Default"

},

"spacing": "None"

},

{

"type": "Container",

"items": [

{

"type": "TextBlock",

"text": "2\\. Did the IT support team meet your expectations in terms of response time?",

"wrap": true,

"weight": "Bolder"

}

],

"separator": true,

"spacing": "None",

"padding": "Default"

},

{

"type": "Container",

"items": [

{

"type": "Input.ChoiceSet",

"choices": [

{

"title": "Exceeded Expectations",

"value": "exceededexpectations"

},

{

"title": "Met Expectations",

"value": "metexpectations"

},

{

"title": "Somewhat Below Expectations",

"value": "somewhatbelowexpectations"

},

{

"title": "Well Below Expectations",

"value": "wellbelowexpectations"

}

],

"style": "expanded",

"label": "Did the IT support team meet your expectations in terms of response time?",

"id": "rbtn2"

}

],

"padding": {

"top": "None",

"bottom": "Default",

"left": "Default",

"right": "Default"

},

"spacing": "None"

},

{

"type": "Container",

"items": [

{

"type": "TextBlock",

"text": "3\\. Please select all the aspects of the IT service that you were satisfied with: *",

"wrap": true,

"weight": "Bolder"

}

],

"separator": true,

"spacing": "None",

"padding": "Default"

},

{

"type": "Container",

"items": [

{

"type": "Input.ChoiceSet",

"choices": [

{

"title": "Timeliness of Response",

"value": "timelinessofresponse"

},

{

"title": "Clarity of Communication",

"value": "clarityofcommunication"

},

{

"title": "Effectiveness of Solution",

"value": "effectivenessofsolution"

},

{

"title": "Overall Customer Service",

"value": "overallcustomerservice"

}

],

"style": "expanded",

"isMultiSelect": true,

"label": "Please select all the aspects of the IT service that you were satisfied with:",

"id": "chkBxb1",

"isRequired": true,

"errorMessage": "This field is required."

}

],

"padding": {

"top": "None",

"bottom": "Default",

"left": "Default",

"right": "Default"

},

"spacing": "None"

},

{

"type": "Container",

"items": [

{

"type": "TextBlock",

"text": "4\\. Please provide details",

"wrap": true,

"weight": "Bolder"

}

],

"separator": true,

"spacing": "None",

"padding": "Default"

},

{

"type": "Container",

"items": [

{

"type": "Input.Text",

"label": "Please provide details",

"id": "txtBx1"

}

],

"padding": {

"top": "None",

"bottom": "Default",

"left": "Default",

"right": "Default"

},

"spacing": "None"

},

{

"type": "Container",

"items": [

{

"type": "ActionSet",

"actions": [

{

"type": "Action.Http",

"headers": [

{

"name": "Authorization",

"value": " "

},

{

"name": "Content-type",

"value": "application/json"

}

],

"id": "btnSubmitSurvey",

"title": "Submit Survey",

"method": "POST",

"isPrimary": true,

"style": "positive",

"url": "https://<survey-url>/api/takesurvey/SaveEmailResponse",

"body": "{\"tenantId\":\"<tenant-url>\",\"surveyId\":\"<survey-id>\",\"ot\":\"<object-type>\",\"oId\":\"<object-rec-id>\",\"responses\":[{\"id\":\"rbtn1\",\"value\":\"{{rbtn1.value}}\"},{\"id\":\"rbtn2\",\"value\":\"{{rbtn2.value}}\"},{\"id\":\"chkBx1\",\"value\":\"{{chkBx1.value}}\"},{\"id\":\"txtBx1\",\"value\":\"{{txtBx1.value}}\"}]}"

}

],

"horizontalAlignment": "Left"

}

],

"padding": {

"top": "Small",

"bottom": "Small",

"left": "Default",

"right": "Default"

},

"separator": true,

"spacing": "None"

}

]

}

Configure a provider

in ISM application from Modern Survey.

Login to ISM Application using Administrator.
Go to Configuration console.
Select Surveys under Communication Templates from left Navigation pane. Remember to use Modern Survey.

Configure Embed Survey

Click Configure Embed Survey and enter the Provider or Connector ID created in Step 1, then click Save.
Click Add a New Survey to create a new survey or select an existing one.
Send the survey using a trigger or workflow action, then drill down into the selected survey, click Publish, and choose either Web Link or Embed as Email.
Specify the relevant Business Object, provide the appropriate action.

A message will appear confirming that the template has been copied to the clipboard.
You can configure the copied template in the workflow email or trigger action email to ensure the survey is sent to users.

Limitations of Embedding Survey in an Email

The following types of survey are not supported to embed in an email.

Surveys with questions featuring dynamic condition sets.
Surveys consisting of multiple smiley rating questions.
Surveys consisting of multiple star rating questions.