ServiceNow app setup

If you use ServiceNow, the certified ciopulse app is the simplest way to start sending surveys. It adds drop-in actions and workflows that automatically build the survey link when a ticket is closed — no custom scripting required. A ServiceNow administrator can usually complete setup in a few hours.

ciopulse is a ServiceNow Select Partner, which means the app has passed ServiceNow’s technical review and is listed on the ServiceNow Store.

The app only builds the survey URL from your ServiceNow records — it doesn’t store survey responses or personal data in ServiceNow, makes no API calls, and stores no credentials or secrets. It needs read access to the Incident and System Properties tables and requires no additional plugins.

Before you start

You’ll need:

• A ServiceNow administrator who can install apps and activate flows.
• An active ciopulse account (app.cio-pulse.com/register) with your Support Groups set up, so you can map ServiceNow assignment groups to them. See Setting up your portal.
• Your ciopulse configuration values from onboarding (instance code, survey code and survey type code), used to set the app’s system properties.

Step 1 — Install the app

1. Open the ServiceNow Store and search for CIO Pulse Surveys Connect.
2. Request and install the app into your instance. (The application name is CIO Pulse ITSM Surveys, scope x_sill2_cio_puls_0.)

Step 2 — Assign the admin role

After installation, assign the app’s admin role — x_sill2_cio_puls_0.admin — to the administrators who will complete the configuration. This role grants access to the CIO Pulse application menu, system properties, and the flow/subflow you’ll activate later.

Step 3 — Set the system properties

The app ships with four scoped system properties that must be set before any survey URLs can be generated. Open CIO Pulse admin menu → System Properties and enter the values ciopulse gave you at onboarding:

Property	What it is
x_sill2_cio_puls_0.cpc	Your instance / customer code
x_sill2_cio_puls_0.sc	Your survey code
x_sill2_cio_puls_0.tc	Survey type code
x_sill2_cio_puls_0.survey_host	Survey host (default https://survey.cio-pulse.com/)

Step 4 — Configure the support group mapping

The app includes a CIO Pulse Support Group Codes table that links each ServiceNow assignment group to the matching ciopulse Support Group.

1. Open CIO Pulse admin menu → CIO Pulse Support Group Codes.
2. For each ServiceNow assignment group you want to survey, add a row: select the ServiceNow group, then enter the corresponding ciopulse Support Group Code.
3. Make sure each Support Group Code exactly matches one configured in your ciopulse Portal — codes use letters, numbers, hyphens and underscores only, with no spaces.
4. Save each record, and repeat for all relevant groups.

Tip

If responses later show up unmapped, it’s almost always a mismatch between the mapping table and the Support Group Code in the Portal. See Common issues.

Step 5 — Activate the flow

The app’s Flow Designer artifacts ship in Draft by design, so you can finish all configuration first. When you’re ready, activate them:

1. Open Flow Designer.
2. Activate the “Incident closes” Flow.
3. Activate the “Create ciopulse survey” Subflow.

Once activated, a survey URL is generated according to the flow’s conditions when an incident closes.

To avoid over-surveying your users, we recommend limiting frequency — ideally no more than one survey per person every four weeks.

Step 6 — Verify surveys are sending

First, test the URL builder directly: in Flow Designer, open the action “Generate CIO Pulse Survey URL”, click Test, select an incident assigned to a mapped support group, and confirm the generated URL contains your instance code, survey code, survey type code and support group code. Open the URL in a browser to confirm the survey page loads.

Then run a handful of end-to-end test closures:

1. Close test tickets across different assignment groups and with different agents.
2. Confirm the closure notification includes the ciopulse survey link.
3. Complete each test survey and check that it appears against the correct Support Group in ciopulse.

Run 20–30 test surveys in total, covering different groups, agents, segments and ratings, so you can confirm everything maps correctly and Service Recovery alerts trigger as expected.

Caution

Test responses count as real data. Contact support@cio-pulse.com to delete your test data before going live so it doesn’t affect your reporting.

For full testing guidance and the survey link parameters, see Other ITSM / survey URL setup, which explains the underlying link the app builds for you.

Still need help? Email support@cio-pulse.com.