How to get the CSAT comment with automation rule or other method

[Trudy Claspill]

(This is a resurrection of an older post from another community member: https://community.atlassian.com/forums/Jira-questions/Jira-automation-event-to-listen-to-satisfaction-comment/qaq-p/2882711)

I want to get the CSAT rating, date, and any comment entered.

I found information for getting these values through Automation and constructed this rule.

While both Satisfaction and Satisfaction Date are fields that can be selected in this trigger. Satisfaction Comment is not. The native CSAT comment is not stored in a field in a JSM issue but rather in a property, which you can see that I am logging in the last step of my rule.

When the user receives the survey and clicks on it the screen they see looks like this

What I have observed is that when the user clicks the star in the survey the Rate and Date are immediately updated, but the screen remains displayed for comment entry.

And the rule is triggered immediately by the star-click.

If I wait a few minutes and then enter a comment. The rule is not re-triggered.

I have tested this many times, waiting for hours, and the rule is never re-triggered by the comment entry.

I found another post with a response pointing to this:

https://tmcalm.nl/blog/advanced-automation-in-jira-service-desk/#customersatisfaction

That uses Send Web Request to get the comment, but uses the same trigger so the net result will be no different.

I thought of adding a delay in the rule, and then a Re-fetch, but there is no way to know how long it will be before the user enters a comment.

I suppose I could create a Scheduled rule to run daily and look for issues where the Satisfaction Date was in a window of 24-48 hours ago, on the assumption that 24 hours would be long enough for the user to enter a comment.

Do you have any other suggestions?

[Marc -Devoteam-]

Hi @Trudy Claspill 

I tried some options, but I also come to the conclusion that using a scheduled automation would be the option to go with.

My suggestion to run it weekly, and based on experience is that user will the comment when providing the rating.

I have not noticed that customer will provide a rating and then later would fill a comment.

[Trudy Claspill]

Thanks for the sanity check, @Marc -Devoteam- 

Even it the customer adds the comment right away, the rule would've still been triggered immediately when the star was clicked. Entering the Comment even seconds later will not enable it to be copied in the rule that was triggered by the change to Satisfaction.

I suppose I could still add a Delay within the rule on the assumption that they will be entering the comment within the next few minutes, and also have a Scheduled Automation Rule in case they do not enter it that quickly.