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Customer satisfaction mail only sends when incident is canceled

Adrian Esteban Ghio

I already tried all what you say in the forum and I can´t find the solution.... the customer satisfaction survey isn´t sent to the customer when the issu is resolved and closed.

but it does when the issue is canceled. What else can I do?

Here, you can see the Workflow

Accepted answers

All comments

Daniel Eads {unmonitored account}

Hi Adrian,

In most cases Jira looks at the Resolution field on an issue to see if an issue is resolved, rather than the particular resolved statuses (in your workflow these are canceled, resolved, closed).

If the Resolution field on the issue is not being set when the issue transitions to the Resolved status, things might get tripped up. You can use JQL to search for issues that don't have the Resolution field set but are in the resolved statuses you seem to be having issues with:

Resolution is EMPTY and Status in (resolved, closed)

You'll also want to check that the workflow transitions to Resolved include an Issue Resolved event (step 5 in screenshot) in their postfunctions.

Cheers,
Daniel

Adrian Esteban Ghio

Thanks Daniel, for your help, but still I can´t solve this problem....

Resolution isn´t empty. his value at this point is RESOLVED or CLOSED.

In the workflow transition, already exists the step "Fire Issue Resolved"

Still doesn´t work....

any other idea????

Daniel Eads {unmonitored account}

Resolved or Closed are the statuses in your workflow. Resolution is a custom field that usually has values like "Completed" or "Fixed" or "Won't Do". Try the JQL above and if you get results from the search, then the Resolution isn't being set.

Meg Holbrook

Want to echo @Daniel Eads {unmonitored account}' advice to use the JQL query. You're probably going to find a big list of issues with that field missing.

Status vs. Resolution can be a tough concept when you're new to JIRA, I had to perform an enormous batch update after a few months before realizing this was a problem in my instance.

If you always want your resolved and done resolutions to set the resolution field, consider making it a post event to the done and resolved transitions.

Meg Holbrook

Thanks for the screenshots Adrian, those really help. Hope you can understand that this is a common question that comes up, and most don't understand the correlation between status and resolution.

Can you also provide a look at your notification settings?

Meg Holbrook

Another idea here as well, are you the customer AND the tech on this item? Wondering if this is just a testing scenario having a problem or live issues.

There used to be an issue where if you were the assignee and the customer, you couldn't get a survey because you could effectively rate yourself up.

Haven't used the satisfaction survey through JIRA for some time though, so not sure.

Adrian Esteban Ghio

again, @Meg Holbrook and @Daniel Eads {unmonitored account}, thanks for your help....

here you can see the notification settings for this project (called BOCC) in a notification scheme called BOCC too

(hope it helps, and let me know if you need anything else....)

Adrian Esteban Ghio

I´m the customer and the tech, but it is just for testing. In fact, in this case, If I open an issue (as customer), and I cancel this issue (as tech), I receive in may mail the customer satisfaction survey....

But, we did some other tests with any other users and the same thing happens.... the customer does receive the mail with the STATUS set to CLOSED and Resolution set to "DONE", but there are no "stars to click" to tell us how did he finds our help

Adrian Esteban Ghio

So Guys!..... any help? I still can´t solve this problem....

Meg Holbrook

Hey Adrian,

I am trying to have this escalated to Atlassian for review.

Adrian Esteban Ghio

Hi @Meg Holbrook.... thanks a lot for your help...

please, don´t hesitate to ask anything else you need!

Regards

Andy Heinzer

Hi @Adrian Esteban Ghio

I created a support request on your behalf for this Jira Cloud site. Please see https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-389057

One of our support team members should be able to assist you in this matter.

Regards,

Andy

Andy Heinzer

Just wanted to circle back to this thread. In the support case it was found the cause of this problem was that the Resolution field was being set twice; once via workflow's postfunction and again via the transition screen having the user set the resolution field value.

The solution in this case was to removed the post function from the workflow that set the resolution. This solution was chosen because the transition screen allows the user to select different resolution values, whereas the post-function was setting a standard resolution value instead.

Meg Holbrook

Thanks for following up, Andrew!

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