Customer satisfaction in Jira Service Management

[noor aknan]

Hi 

I have enabled the customer satisfaction as attached but the user is not getting any e-mail when his/her tickets are closed. Please let me know if I have missed anything to configure. Please help.

[Joseph Chung Yin]

@noor aknan -

Welcome to the community.

You should check the following things -

1) When an issue is closed, the resolution field of the issue should not be empty.  This is controlled via the WF.

2) Access "Customer notifications" section and look for the "Request resolved" rule (this is out of the box).  Make sure it is not disabled.  If it is enabled, you can also click on the Audit log to see if the request (in question) was marked as Success.  If it is not, you can then click on "Show details" to see possible causes of the failure.

 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.