Proactive IT Experience 1.3.0 for ServiceNow Release 2022-04-07

Major version upgrade with enablers for more advanced analytics, and a new name for the application.

HappySignals IT Experience application has a new name!

The application is now called Proactive IT Experience.

Enablers for advanced analytics

HappySignals aims to provide more advanced analytics services to our customers, thus new optional settings are available to enable analysis. When enabled, the two settings described below allow the collection of more data to provide, for example, advanced analyses of response rate and the representativeness of response data.

HappySignals takes privacy concerns seriously. Collected end-user data is anonymized so that end-users cannot be identified directly on HappySignals' side, without the corresponding linking information from your ITSM system.

These optional settings below are also disabled by default and will only be activated for customers who opt in. ServiceNow admins can enable the settings for your organization.

Enable analysis of survey response rate

As an optional setting, you may want to send additional data to HappySignals, including contextual data when end-users receive HappySignals survey emails. Data parameters are the same as those which are sent when end-users answer the survey. This data enables response rate calculations and analysis by HappySignals. This setting is inactive by default, unless customers opt in.

Enable analysis of end-user base representation in response data

As an optional setting, you may want to send anonymized hashed survey receiver identifiers to HappySignals. The collection of hashed user IDs enables additional analysis without revealing the identities of end-users. For example, customers can measure and understand how representative the response data collected is of your whole end-user base.

The data is anonymized, and there is no way for HappySignals to identify an end-user from the collected hashed user IDs. This setting is inactive by default, unless customers opt in.

How to opt in to enable advanced analytics on ServiceNow?

For customers who wish to benefit from advanced analytics, ServiceNow admins can opt in by going to "General Properties" of the HappySignals Proactive IT Experience app. Check the boxes for two new form fields to enable the settings:

Other changes

The following new URL parameters have been added to the Survey link:

  • Employment started at (esa), points by default to when the user record was created
  • Unified the logic with HappySignals Ticket-based IT Experience app to capture end user language code
  • Internal changes for improving survey delivery logic to enable better support for parallel active surveys with same user group
  • Improvements to support ServiceNow default domain requirements for very old ServiceNow customer instances
  • Application system properties menu view modified to provide better UX

All datetime fields now use ISO 8601 time format.