Necesito quitar encuesta de satisfacción en estado resolución " duplicado"

cmena

Hola amigos, estoy tratando de crear una regla en Jira , que permita no enviar en el correo que llega al cliente informando el estado de su requerimiento la encuesta de satisfacción, la regla seria cuando se marca la resolución del ticket como " duplicado" no debería mostrar la encuesta de satisfacción en el correo que llega al cliente. 

Se puede realizar una regla de este tipo?

 

Gracias Comunidad. 

Andy Heinzer

Hi,

I understand that you are wanting to prevent sending a customer survey (CSAT) when the issue is closed with a specific status.  At the moment this is not possible to do.  But we have a feature request for this over in JSDCLOUD-5691.  I recommend watching this issue and voting here to help our team prioritize changes and updates.

One possible work-around here would be to not set a resolution on the issue.  Since the CSAT surveys are only sent for requests that have a resolution, you could configure the workflow so that when an issue is entered into that duplicate or cancelled status, Jira does not set a resolution for the issue.  This might not be the best work-around as other aspects within Jira could be affected, such as reporting, SLAs, etc.  But it might be worth looking into.  I'd recommend checking out Configure advanced issue workflows.  It could be possible to setup the workflow so that when issues are transitioned to these specific statuses, the workflow post functions could be adjusted to not set a resolution field with any value.  In theory this could prevent the survey from being sent out on these requests in that status.

I hope that helps.

Andy