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Service Desk satisfaction form not sending

Gavin Johnson

Hi,

I have the Satisfaction Settings turned on in the Jira project I wish to enable the functionality in.

I'm currently having an issue with the form not being shown to the customer when the tickets resolution is set.

Everything that I have configured matches what's mentioned on this page.

My Resolved status is Done rather that Resolved though, could that be causing the problem?

Accepted answers

Andy Heinzer

This survey is not sent out based on the issue's status, but rather when the issue gains a value in the resolution field.

How is the resolution being set for issues in this workflow? Is the resolution selected via a transition screen? OR is the resolution set via a post-function in the workflow?

You can use either of these methods to set a resolution for an issue depending on your workflow, but your workflow should never be set to use both methods to set the resolution value on an issue. I have seen setups were admins set the resolution value by both methods and doing so tends to break this functionality of the customer surveys from being sent to the customer.

All comments

Victor Mutambuki

Gavin,

1. Did your customers get a survey when you turned on the CSAT?

2. Is your JSD in cloud or server?

3. Resolved can mean many things. DONE, COMPLETE..etc. Resolved=Done should be good enough.

Victor

Andy Heinzer

This survey is not sent out based on the issue's status, but rather when the issue gains a value in the resolution field.

How is the resolution being set for issues in this workflow? Is the resolution selected via a transition screen? OR is the resolution set via a post-function in the workflow?

Gavin Johnson

Hi @Andy Heinzer,

The resolution is set via a post-function in the workflow (please see attached screenshot).

The only element I have in my transition screen is the comment field. Screen Shot 2018-06-25 at 07.43.40.png

Thanks

Gavin Johnson

Hey @Victor Mutambuki,

Thanks for your time, please see my answers below.

1. They didn't

2. My JSD instance is in the cloud

3. OK, at least that isn't the problem

Gavin Johnson

Even after removing the Comments screen during the transition I receive no satisfaction survey.

Andy Heinzer

It is strange to see that your workflow is also setting the assignee to the value of the reporter. That part should not usually be possible in a service desk project since only Agents are able to be set at the assignee of issues in a service desk project. That is not common to see, so perhaps that post-function is a factor here.

If that is not the problem here, then I would want to understand if perhaps these issues are set with a different value for the resolution field before this transition is executed. In most cases, issues in Jira should not have a resolution value at all until the issue is ready to be completed. However I have seen instances where a project admin will set the resolution field to be required in the field configuration. When this happens, it requires that all issues have a resolution value, even when they are created. This can circumvent the way Service Desk is intending to trigger actions like the sending of satisfaction surveys.