How to send a Qualtrics Survey to all request participants of an issue.

Question

We have been utilizing JSM for about a year now, and I would like to start a "how are we doing" survey to be distributed to our request participants using the Qualtrics platform, since this is where our CX program lives.

I want to fire off an email once the issue is marked done, utilizing something like the below: 
https://www.qualtrics.com/support/survey-platform/actions-page/jira-event/

I am running into problems pulling in our issue data into Qualtrics to grab the email addresses linked to request participants, or even just as a data point. I was hoping someone might have some tips on this!

I am also aware JSM has a survey built into it, but our CX program lives inside of Qualtrics so I want to get this data plugged into our overall customer journey.

Eugenio Onofre_v78igo · Answer

Unfotunately not, you may need to parse this string.

Jeremy.Rampe · Answer

I am trying to build out the "sync request participant data to a custom field via automation"

Do you know if there is a way to just grab the request participants email that was just added? Currently its just adding a running string of the participants, which would send the same email out to all the contacts through Qualtrics.

Eugenio Onofre_v78igo · Answer

Hey @Jeremy_Rampe

Instead of using the standard webhook, try using Jira Automation to fire a webhook when the issue transitions to "Done". In the payload, you can manually construct a JSON body, and use smart values like:

{ "issueKey": "{{issue.key}}", "summary": "{{issue.summary}}", "requestParticipants": "{{issue.Request Participants.emailAddress}}" }

Sometimes the Request Participants field won’t return the email unless:

The participant is a customer (not an agent)

The automation rule is run by a user with admin or browse user permissions

If it’s still coming up empty, you might need to:

Add a custom field where the reporter or agent selects the participant email manually (less ideal)

Or sync request participant data to a custom field via automation or app (e.g., ScriptRunner or Forge)

Regards,
Eugenio