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HappySignals Data Cleanup from ServiceNow Ticket-based Surveys table

Follow these steps carefully to clean survey data and re-sync it correctly with the HappySignals platform.

 

How the Fix Works

The fix process works in two main stages:

  1. Data Cleanup
    The fix script removes survey values and timestamps for all survey records up to a defined timepoint — not only the affected ones.
    This ensures a consistent baseline and prevents partial or inconsistent data from remaining in the system.
  2. Data Refill via Integration
    After cleanup, the integration job is used to re-import and restore the correct survey data from the HappySignals platform.
    This ensures that all valid survey responses are rebuilt accurately.

⚠️ Important Warning

It is critical to disable or remove the fix script after use.
If left in place, it may run automatically during future application updates, which can unintentionally delete survey data again and cause significant issues.

Link to fix script xml file: HappySignals Ticket-based Fix Script 2026-06-05

1. Preparation

  1. Download the Fix Script XML

  2. Change Application Scope

    • In ServiceNow, switch the application scope to: Ticket-based IT Experience

    • This ensures the fix script is imported into the correct scope and can be executed properly.

  3. Import the Fix Script

    • Navigate to:

      • System Definition → Fix Scripts

    • Click Import XML

  4. Upload the XML File

    • Select the downloaded XML file

    • Complete the import

  5. Verify the Fix Script

    • Open the imported fix script

    • Confirm:

      • The script is visible

      • The configuration (e.g., timeframe) can be edited as expected

  6. In the HappySignals application, disable the integration job Get HappySignals Responses to prevent it from running during the cleanup.

  7. Verify that there are no external automations (outside ServiceNow) reacting to survey record changes (e.g., status updates).

  8. Verify that there are no internal automations (e.g., workflows, flows, business rules outside the fix script scope) reacting to survey record changes.

  9. Identify the latest answered survey record in your survey table.

    • This will help you verify new records after the process.

2. Configure and Run the Fix Script

  1. Open the fix script and confirm that the timeframe is correct.

  2. Run the fix script.

  3. Check the execution logs for:

    • Number of records found

    • Number of records cleaned

3. Validate Cleanup Results

  1. Verify in the survey table that:

    • All records up to the defined timeframe have had their survey values and timestamps cleared.

4. Disable Automations Before Re-import

  1. Disable the business rule:

    • “HappySignals Response Added”

  2. Disable any custom business rules that trigger when:

  • Survey status changes to answered

5. Re-import Survey Data

  1. Run the integration job manually:

    • If more than 25,000 records were cleaned, you may need to run the job multiple times.

  2. Validate that survey records are updated to match the HappySignals platform data.

6. Handle Missed Automations

  1. Identify new records imported after the integration job was disabled.

  • Manually trigger any necessary automations (e.g., closing tickets), since they did not run during the process.

7. Restore Normal Operation

  1. Re-enable the business rule:

    • “HappySignals Response Added”

  2. Re-enable any custom business rules that were disabled.

  3. Re-enable the integration job so it runs normally again.


8. Final Cleanup

  1. Disable or remove the fix script to ensure it does not run automatically during future updates.