How to enable response rate analysis?

HappySignals provides advanced analytics capabilities, including the ability to measure and analyze survey response rates. Currently, this feature is available only for ServiceNow customers.

To enable response rate analysis for your organization, ServiceNow administrators should follow the steps below in the respective HappySignals apps.

1) Why Instance Mapping Matters

Instance mapping is mandatory for response rate calculation. If this mapping is missing:

• Pre-responses will not be created.
• Response rate metrics will fail.

Additionally, instance mapping acts as a data preserver, preventing issues during environment cloning. Without proper mapping, non-production endpoints (e.g., from dev or test environments) could override production settings and accidentally send test surveys to production.

2) Where to Configure the Mapping

The mapping is defined in the script include called:

• HappyConstants (for the Ticket-Based application)
• HappyPortalConstants (for the Portal application)
• HappyProactiveConstants (for the Proactive application)

Each ServiceNow instance should be linked to its corresponding HappySignals platform instance. This ensures correct communication between environments.

3) Example Configuration

Add the mapping inside the HappyConstants script include as shown below:

HappyConstants.INSTANCE_MAP = { 
            'acmedev': 'https://acmedev.test.happysignals.com',
            'acmetest': 'https://acmetest.test.happysignals.com',
            'acme': 'https://acme.global.happysignals.com'
        }

4) Key Notes

• Update all environments: Ensure the mapping exists in dev, test, and prod.
• Preserve data integrity: Prevent accidental overrides during production cloning.
• Critical for response rate: Without mapping, pre-responses will not be generated.

5) Enable Response Rate Analysis in HappySignals Apps

Ticket-based IT Experience App

1. Navigate to General Properties in the HappySignals Ticket-based IT Experience app.
2. Check the box:
   Enable survey response rate analysis on HappySignals service.
3. Save your changes.

Proactive IT Experience App

1. Navigate to General Properties in the HappySignals Proactive IT Experience app.
2. Check the box:
   Enable survey response rate analysis on HappySignals service.
3. Save your changes.

✅ Tip: After enabling, verify that mappings and settings are consistent across all environments to avoid data discrepancies.