update on ServiceNow support ticket
had a zoom call and the servicenow engineer informed me that a code snippet was missing from the ServiceNow online documentation (ref: https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/survey-administration/task/embed-survey-in-outlook-email.html ) that needs to go in the notification:
in addition to,
need to add in:
var html = new AssessmentUtils().getInstanceLinkHTML(current);
it unfortunately hasn't resolved the issue so ServiceNow are continuing to investigate and advise
they have also made us aware of a few KBs:
further info from ServiceNow:
I hope you are doing well.
It took me some time to set up the instance and surveys, but I
was able to obtain a successful run on the first go from an in-house
I referenced our Official Docs at the link below as well as few other resources (previously shared on this case) to validate the correct setup:
When I received the notification, the whole body of the email
was replaced with the actionable message and I was able to fill in the survey
directly from my Outlook.
Based on the successful execution above, other
workarounds/solutions tried in this case can be ignored and the steps I
shared with this message should be used instead.
Please let me know if the above is helpful or you have other
questions I may assist you with.
Many thanks for your patience and collaboration.