Setting up a ServiceNow Thermometer

Create your ServiceNow Embedded Thermometer

Create a new Embedded Thermometer.

Choose “ServiceNow” from the Embedded Thermometer type drop down box.

Generate your embed code

Click the Generate embed code button. You will see a window popup.

To capture identifiable data about the recipient and sender etc we use ServiceNow’s variables within the survey code. Enter your ServiceNow variables as shown below. These variables will provide identifiable feedback and dictate which data is captured alongside Customer Thermometer rating. You can add more variables if you wish, click ‘Add more fields’.

Note that ${number} will display the Incident / Request / Requested Item number, depending on which ServiceNow template the Thermometer is inserted into.

Click “Generate HTML”.

Copy the HTML we generate for you in the box on the right hand side.

Adding Customer Thermometer icons to ServiceNow

In ServiceNow, go to your System Policy > Email >Templates area or in the filter navigator type ‘sysevent_email_action.list’ and press enter, this will give you all the email notification templates.

Select the relevant template and paste the HTML code above into the HTML Message box.

You could choose to create a new Template and assign a workflow to generate it OR customize the Template: “incident.ess.resolve” – which is preset to send on Incident closure:

Alternatively, customize the “Incident commented” Template to add feedback buttons at each point in the thread – suitable for longer tickets.

Both systems are now connected. Responses and comments will be registered, alongside your customer data from ServiceNow, in your Customer Thermometer reporting area.

An example Incident closed email is shown below:

Setting up the writeback

We have a two-way integration with ServiceNow that will allow you to push your Customer Thermometer ratings back into ServiceNow against the ticket. If you’d like to see how to set this up please visit our ServiceNow write-back guide.

Final steps

Once you’ve embedded your Thermometer into ServiceNow, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!

Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.

Don’t forget you can also enable instant email alerts, and set a lockout to prevent the same person responding more than once within a chosen timeframe.

Lockout

With this setting,  you can lock out a recipient from rating a specific ticket ID again within the selected timescale. 5 or 10 minutes is usually enough to prevent ’emotional’ multiple responses.

The lockout is activated via the combination of Incident ID + email address.

Setting the lockout to ‘Forever’ means a recipient would only ever be able to rate a specific ticket ID once.

‘No lockout’ means a ticket can be rated at any time.

During the lockout period, recipients will see a “survey closed” message.