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Embed a survey within the Outlook email client

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Embed a survey within the Outlook email client

Embed an interactive survey in the email notification sent to a user. The user can answer the survey questions and submit the survey from the email client instead of opening the survey in a new browser tab.

Before you begin

Role required: admin or survey_admin

The Outlook Actionable Messages plugin (com.sn_ms_oam) should be activated.

Note:
  • Outlook Actionable Message (OAM) is not supported for Outlook 2016 for Mac. For information about detailed support matrix, refer to the Microsoft website.
  • Actionable messages are supported only for emails sent from the @service-now.com email address. If you are sending an email from a customized email address, you should register as a new service in the Microsoft website setting the scope as Organization. Specify the provider ID value in the sn_ms_oam.outlookactionable.originator property.
  • Actionable messages are based on the Sender Policy Framework (SPF)/DomainKeys Identified Mail (DKIM) validation for the email sender verification. If an email recipient receives email via an external provider, emails may are not rendered as adaptive cards.
  • You cannot customize the default actionable message templates.

Procedure

  1. Navigate to System Notification > Email > Notifications.
  2. For the Survey User Invite notification, in the What it will contain tab, add the following script in the Message field in addition to the existing information.
    ${mail_script:include_survey_actionable} 
    This script includes the Outlook actionable message in the email notification sent to the user.
  3. Navigate to Survey > View Surveys, and open a survey.
  4. To send an email notification to the survey user, select the Send notifications check box.
  5. Select the Outlook Actionable Message check box and save the survey.
    Note:
    • The following questions are not supported for an embedded survey:
      • Attachment
      • Date
      • Datetime
      • Template
      • Reference
      • Image Scale
      • Ranking
    • Dependant questions are not supported.
    • Signature is not supported.
    • Mandatory questions are supported.
    In both the Platform UI and Survey Designer, a validation is run to ensure all survey questions are supported.
  6. Click Assign Survey and assign the survey to a user.
    An email notification with the embedded survey is sent to the user. The user can take the survey and submit it from the email client instead of opening the survey in a new browser tab.
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