Customer Satisfaction (CSAT) error Hash: EN7ODK

[Carlos Schuenck]

We are currently unable to generate customer survey reports using the Customer Satisfaction (CSAT) app from Candylio

The issue has been occurring for the past 3 weeks and affects multiple users, including administrators. We have tested with different users, browsers, and machines, and the issue persists.

When attempting to access the report, we receive the following error:
“Something went wrong on our end”

Error details:
Hash: EN7ODK
Trace: 6d3c75a6a07a444e85f0ab1a7c1b2a03

Additionally, the issue occurs before any export action. The report does not load any data at all, so users are unable to even view the results, not just export them.

We have verified that the app is enabled and configured correctly in Jira. We also attempted synchronization from the Maintenance section without success.

Could you please assist us in identifying the root cause and restoring functionality?

[Anastasiia Dimnych]

Hi @Carlos Schuenck, 

I have created a technical support ticket on your behalf. Please look for email notifications from the ticket PCS-3763759 where Atlassian support team will get back to you soon.

Best,

Anastasiia 

[Carlos Schuenck]

Hello @Anastasiia Dimnych I have also created a ticket, but have not received a response yet. Hopefully your request will help reinforce the need for assistance.
Thank you for your help!

[Dan Breyen]

Hi @Carlos Schuenck have you contacted Candylio?  support@candylio-solutions.atlassian.net

If the issue is with their App, they might need to weigh in.

I took a look for export issues on Atlassian's Jira Site and didn't see any open issues with the Export.

I looped in Atlassian Support to take a look at this, to see if they might be aware of an existing issue with the export.  

Hope that helps

[Carlos Schuenck]

Hello @Dan Breyen thanks for the help, ans sorry for the delayed response. Yes i have a ticket created, but no response so far.

[Carlos Schuenck]

That you all for assitance I was able to contact the support who is now Candylio Software.
The issue has been solved for now.

[burakgeyik]

Until a fix arrives, would you like to try this app to get the CSAT reports, along with any other reports that you may be interested in:

https://marketplace.atlassian.com/apps/2099091683/metrics-and-reports-for-jira-service-management-jsm