The star rating link not working in customer satisfaction survey email

[Deborah Shi]

We have auto generated email when ticket is resolved sending to customer, where they can click on stars to  rate the service , but now the URL just display a blank page, nothing happens. Here comes how it looks in the email:

How was our service for this request?

☆ Very poor

☆ Poor

☆ Neither good nor poor

☆ Good

☆ Very good

[Brant Schroeder]

@Deborah Shi Welcome to the Atlassian Community

Looks like you have a custom email that you set up.  What are you using to send the email?  What does the URL go to?  If you enter the URL in does it resolve or did the page move that the email was linked to?

[Deborah Shi]

Thank you Brant. We use outlook and enabled Satisfaction settings for our service desk project. The star rating does shows up in the email sent to customers, but when customer click on the star, it opens up a blank page instead of an actual survey page. It was working before, but stopped working now. Any fixes or recommendations for where to troubleshoot? 

[Brant Schroeder]

@Deborah Shi  What is the url that the link is redirecting to?  What version of Service Management are you on?

[Brant Schroeder]

@Deborah Shi I am wondering if you are suffering from this https://confluence.atlassian.com/jirakb/customer-satisfaction-rating-page-is-empty-blank-when-opening-it-from-the-request-resolved-notification-1055688899.html

[Deborah Shi]

Please see screenshot. Customer can click on the star to rate, but now leads to a blank page. One example of URL: https://jira site url.gov/plugins/servlet/desk/portal/10/TAD20-3852/feedback?token=35f87ac42eb1bb08035e7025581c7db1df1995e0&rating=5

[Deborah Shi]

Insert screen shot again

[Deborah Shi]

Looks like I can't insert the screenshot to reply. Here is the copy/paste from the email body:

How was our service for this request?

☆ Very poor

☆ Poor

☆ Neither good nor poor

☆ Good

☆ Very good

[Deborah Shi]

I saw this article too when googled. However, we didn't get the same error when checked the console. Will try the method though. We do have multiple plugins in use