How to disable customer satisfaction survey for "Canceled" requests

[Nancy Ghosh]

I have my JSM project settings set up so that the customer satisfaction survey is turned on. 

My workflow has two endpoint statuses:

1) "Resolved" - I want the satisfaction survey sent for this status

2) "Canceled" - I don't want the satisfaction survey sent for this status (this is for duplicates, spam, etc.)

I've tried following the steps here but they did not work. Any suggestions on workarounds?

[Fernando Eugênio da Silva]

@Nancy Ghosh 

To don't have Satisfaction sent when your issue go to 'Canceled' statuses you need to remove the 'Post function' to set resolution when issue was transitioned for this status.

The Resolution set is the cause for sent Satisfaction in this cases.

Hope this help you.

[Nancy Ghosh]

Thanks @Fernando Eugênio da Silva ! I tried that - this is what my 'Post Functions' currently look like for the 'Canceled' status transition. However, I am still receiving the Satisfaction email. Is there something you'd recommend I change?

[Fernando Eugênio da Silva]

@Nancy Ghosh , remove completely the Post Function number 6 about 'Clearing Resolution'. Also, check if you have any other automation rule setting up 'Resolution' value when status is 'Canceled' for the issue.

Just to be clear, if any 'resolution' value is setted for the status, the Satisfaction Survey will be sent.

Let me know if even after this, the situation persists.

[inocun]

hi @Fernando Eugênio da Silva , I have the same problem i.e. no post function but receive satisfaction survey anyway. Can you help?

[Fernando Eugênio da Silva]

@inocun ,

You can disable satisfaction settings in your project going to: Project Settings > Satisfaction Settings > Turn off

[inocun]

@Fernando Eugênio da Silva is possible disable only for issues with "canceled" status? (when issue goes to this status resolution isn't set = transition doesn't have post function)

[Fernando Eugênio da Silva]

@inocun , 

This is a weird behaviour since you have not defined resolution to canceled status.

Maybe if you disable the notifications for this transition it can solve this problem. Please, try to follow this guide and apply him for Canceled transition status: Disabling email notifications for an specific transition in JIRA (atlassian.com)