Satisfaction report shows OK in comment field

Question

For some reason, our default satisfaction report shows 'OK' in the comment field, unless a reporter actually fills in a comment.   If the customer doesn't fill in the field, I would expect it to be blank.  Does anyone else experience this kind of behavior?

Cristian0791 · Answer

Hi Bob,

Hope you are doing well.
Here are a few steps you can take to investigate and potentially resolve this issue:

Scripting: If you are using any scripting add-ons like ScriptRunner, check if there's a script that sets the comment field to 'OK'.

Automation Rules: Check if there are any automation rules set up that might be populating the comment field with 'OK' under certain conditions.

Dan Breyen · Answer

Hi @Bob Plank welcome to the community.  I don't have that filled in on my Satisfaction Report so I'm pretty sure that's not coming from base code.  It almost looks like someone has defaulted that information into the field.

Do you happen to have an Automation that is filling in that field?  Or do you have a form that is defaulting 'ok' into that field? I wonder if when the score is saved, if nothing was filled in, the 'ok' is being defaulted.

Hope that helps.