Insert image from screen capture question into ServiceNow ticket | XM Community
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Insert image from screen capture question into ServiceNow ticket

  • April 21, 2024
  • 1 reply
  • 112 views
J
Level 2 ●●
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I am using the ServiceNow task in a workflow to successfully generate a ServiceNow ticket upon receiving a survey response. The survey has a screen capture question in it and the primary purpose of the survey is for users to report issues with a site and then document the issues they captured which will then generate a servicenow ticket with all of the information the respondent has provided. I can get all fields to pipe recorded values into the ServiceNow ticket but cant seem to figure out a way to easily place the screen capture image results into the ticket description or attachments area. Id appreciate any help or advice on this. Thank you.

1 reply

RickB
Level 4 ●●●●
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  • RickB
  • Level 4 ●●●●
  • April 26, 2024

Hi @johnny112 

did you think about this steps to do?

 

  1. Capture and Store the Image: Ensure that the screen capture question in your Qualtrics survey is set up to capture and store the image. This typically involves using the File Upload question type or an Image question type with an "upload" option enabled.

  2. Retrieve Image URL: After the respondent submits the survey, the image will be uploaded and stored by Qualtrics. You need to retrieve the URL of the uploaded image.

  3. Include Image URL in ServiceNow Ticket: Use Qualtrics' piped text feature to include the URL of the uploaded image in the ServiceNow ticket description or attachments area. You can achieve this by customizing the ServiceNow task in your workflow to include the URL field for the image.

  4. Configure ServiceNow Ticket: Ensure that your ServiceNow ticketing system is configured to accept and display image URLs in the ticket description or attachments area. You may need to customize the ticket template or configuration settings in ServiceNow accordingly.

  5. Testing: Test the entire workflow to ensure that the image URL is correctly piped into the ServiceNow ticket and that the image is properly displayed or attached in the ticket.

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