Would like to know if there has been any progress on extracting the CSAT comments from JSM

Question

looking in the forums it mentions the below:

* Create a custom field ‘CSAT comment’ and place it on the correct screen(s)

Create an automation rule in Automation for Jira:
* Trigger: Field value changed: Satisfaction date (Note: don’t use ‘Satisfaction’)
* Edit issue fields: CSAT comment: {{issue.properties.service-request-feedback-comment.comment}}

However i dont understand the creating the custom field CSAT comment and placing it on the correct screen.

Could you elaborate as to where on the correct screen?

Are you referring to a screen that the customer would ordinarily just log a ticket?

and is the customer supposed to see this field on the screen or should it be hidden?

Hannes Obweger - JXL for Jira · Answer

To expand on my last point: If you're open to solutions from the Atlassian Marketplace, this would be trivial to do using the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called smart columns that aren’t natively available, including the satisfaction rating, satisfaction date, and satisfaction comment.

This is how it looks in action:

As you can see above, you can easily sort and filter by your smart columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Of course, you can also export your sheet to Excel or CSV in just two clicks.

This all just works, so there's no additional fields, scripting, or screen configurations required.

Any questions just let me know!

Hannes Obweger - JXL for Jira · Answer

Hi @Melanie Stevens

if I understand you correctly, your goal is to extract the CSAT comments from Jira - right?

In native Jira, you'd want to use the built-in Excel or CSV exports for this, and in order for this to work, you indeed need to get the data into a custom field. I'm not 100% sure myself, but I don't actually think that you'd have to put the field on a screen though. I believe it should be enough to,

* create the custom field,
* create and run the automation rule, and then,
* add the field as a column to your issue search view (Filters - View all issues) and export your data from there, as discussed e.g. here.

As said, I'm not 100% sure myself, but it might be worth giving it a try and see if and where you'd get stuck.

Alternatively, if you're open to solutions from the Atlassian Marketplace, you can get there much easier. I'll provide more information below.

Best,

Hannes