Jira Service Management Satisfaction Survey Stars generated automatically with Low rating

Panagiotis Annis

Hello Community,

In the last couple of months, we are facing a very annoying and misleading in terms of reporting issue in our Jira Instance. 

In one of our service desk projects when the issue is resolved the satisfaction survey automatically generate 1 or 2 stars for users only from a specific organization. 

In the history tab we see multiple records for "satisfaction date". as you can see in the screenshot attached. 

Customers do not reply on the satisfaction survey, this is happening automatically.

We didn't made any change on our existing add-ons and we've already contacted one by one all the vendors and investigated the issue with no luck. We have installed the MiniOrange Add-on for 2FA purposes but this issue appeared before we install it. Also, the Atlassian Support could not provide any feedback except that this may be caused by an add-on.

This issue is happening only in one of our service management projects (we have 5 in total) and only for users in a specific organization. 

In the Logs I see the following warning,

"More than one value stored for custom field id 'customfield"

Any ideas what could cause this issue?

Thank you!

 

Iryna Ihnatiuk

Hi @Panagiotis Annis ,

Unfortunately, I can't help you with the Satisfaction Survey. Perhaps you would be interested in taking a look at our Surveys for Jira app. 

Surveys for Jira is the most versatile survey app on the market - personalize, brand your surveys, define any custom questions, trigger points, apply filters, etc. It enables you to analyze aggregated survey data in Reports and Dashboard. The app works for Jira Software and Jira Service Desk thus enabling you to leverage both internal surveys for company employees and external ones for your customers.

Feel free to reach out support team if you need further information.