Is it possible to change when the CSAT is Sent depending on a Resolution?

Question

We have more than just one "Done" status on our Workflow, so we need to configure the CSAT to be sent just once at the end of the process when the Issue has a Resolution and not before.

Is any way to get this an ignore the previous green status?

Thanks so much,

Salvatore Montalto · Answer

@Walter Buggenhout 
But shouldn't it still be possible to choose the exact resolution that triggers CSAT? I don't see the sense in sending a CSAT, when f.e. the ticket was cancelled due to it beeing in the wrong project.

unknown · Answer

Thanks Walter!

Walter Buggenhout · Answer

Hi @[deleted],

The CSAT notification is sent when a request is resolved. Although JSM documentation is not really clear, this is related to status in Jira, but when a resolution is added to a ticket. So exactly as you explain it. To add to that, maybe it is also related to the issue resolved event thrown by your workflow, but that is an assumption that needs to be validated.

There is a bit of a contradiction in your statement that you have multiple done statuses while it seems you are still working on a ticket, though. Your green (done) statuses should not be green when there are still steps following in the process. And equally, you should set a resolution when your tickets reach any green status.