Communication tasks enable you to send
surveys to users, both internal and external, to collect data for
an incident. The collected data can be used for incident analysis,
and also as input for subsequent playbook tasks. For example, you
might want to send a scheduled survey requesting analysts to send
specific incident updates, or send a single (stand-alone) question
survey to determine how an issue was handled.
The conditional Ask task is a single question survey,
the answer to which determines how a playbook will proceed. If you
send the survey to multiple users, the first answer received is
used, and subsequent responses are disregarded.
Users interact with the survey directly from the message, meaning
the question appears in the message and they click an answer from
The survey question and the first response is recorded in the
incident's context data. This enables you to use this response as
the input for subsequent playbook tasks.
Since this is a conditional task, it's important to remember
to create a condition for each of the answers. For example, if the
survey answers include, Yes, No, and Maybe, there should be a corresponding
condition (path) in the playbook for each of these answers.
Data Collection task
The Data Collection task is a multi-question survey
(form) that survey recipients access from a link in the message.
The survey resides on an external site that does not require authentication,
thereby allowing survey recipients to respond without restriction.
All responses are collected and recorded in the incident's context
data, whether you receive responses from a single user or multiple
users. This enables you to use the survey questions and answers
as input for subsequent playbook tasks.
You can collect responses in custom fields, for example,
a Grid field.