Notifications For Customer Survey Response

Simon Rayfield

Since we moved to the latest version of JSD we had top drop various plugins including those that emailed specific addresses when a Survey was received.

We installed Automation Pro but have been unable to reference any other field apart from Key , Comments

 

What we are looking for is a way to either reference the Survey Rating and Survey comments and only notify us when the rating is a 1 or a 2 

 

Does anyone know which fields or the syntax we need to use in the email template to pull this info  ? 

Andy Heinzer

Hi Simon,

I see that you are looking to find some more information on how the survey results are stored within Jira Service Desk. I am not clear on how you could setup Jira to only send a notification based on the rating given here, perhaps that is something that the automation plugin might help with.

As for how Service Desk stores that data, check out this related post: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Is-it-possible-to-edit-satisfaction-survey-results/qaq-p/656025

In it, Brian explains how you can use a SQL query to lookup the rating given with a SQL query of:

select * from customfieldvalue where CUSTOMFIELD=(select id from customfield where cfname like 'Satisfaction');

When you run this you can see values in the stringvalue field such as

"{"scale":5,"rate":3,"type":1}"

Where the rate value reflects the number of stars given.  

But there isn't a Jira issue field that you can use to directly access that value.  Hence I don't see how you could use Service Desk's own email templates to try to access this data directly.  But perhaps there is some other customization that might help here, say a plugin, or some kind of modifications to the velocity templates in Jira.

Sorry if this is not quite what you were looking for, but I hope this information helps.

Andy