Resolved notification and CSAT survey are not being sent - Team-managed project

[Clara Magalhaes]

I manage a Team-managed Service Desk.

My Cutomer Notifications are on, including Request Done and Customer-visible status changed. My workflow works well, I have 3 "done" status (Done, Cancelled, Won`t Do) and they all set the Resolution field USING AUTOMATION (I don`t have the configuration to set the Resolution field from team-managed workflow, so I needed to create an Automation).

My reports show correctly the "Done" tickets with the Automation.

I wanted to start sending CSAT surveys. I simply turned it on, but I realized notifications were not being sent. With that, I also realized that the final notifications (issue resolved) are not being sent when a ticket is Resolved.

I have digged deep into why. I realized that some of the built-in processes that should be trigered with resolution might not be being trigered at all. I have have no clue WHY.

I have tried to check my workflow to see if I am missing any configuration, but apparently everything that is doable with team-managed project is already set up.

I need some light here. How can I trigger the resolution done post functions for team-managed service project? I have no other idea of why the notifications for resolved issues and the CSAT survey are not being sent.

[Clara Magalhaes · Accepted solution]

Hello community!

I solved the issue, and I wanted to come here and register the reason as this may help other people in the future!

The reason I was not receiing the CSAT OR the resolved communication is that I was the Reporter AND the Assignee at the same time. I was TESTING the communication and I didn`t realized that this would be a blocker. But it actually makes a lot of sense: I don`t need to receive communications of actions that I did myself, nor be able to rate myself for tickets that I created.

CSAT is going through perfectly.

[Tomislav Tobijas]

Glad you managed to sort it out @Clara Magalhaes 

Thanks for sharing the resolution! 🙌

[Tomislav Tobijas · Accepted solution]

Hi @Clara Magalhaes ,

Maybe the first thing I would point out is the following support article: Resolve Issues with CSAT Surveys in Jira Service Management Cloud 

Additionally, some of the following suggestions might be related to the whole story:

• CSAT survey not being sent when reporter is added as a watcher 
• Allow adding value to the "Resolution" field on JSD next gen issues. 

I haven't been using team-managed projects that much, so I can't say for sure if there are some blockers that prevent CSAT from being sent out. From what I managed to find out, "Request done" notification in team-managed projects is triggered based on the item transitioning to a status in the "Done" category (the green status), and not by the Resolution field. 

There's also one solution on how you could send surveys via automation: Send CSAT Survey via Automation in Jira Service Management Cloud, which you might want to try out.

Cheers,
Tobi