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I am not receiving the CSAT survey upon setting resolution as Done

SiSuVe
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September 8, 2023

Hi,

I have suddenly stopped receiving the CSAT survey after setting the resolution to Done for tickets. I have ensured the following are done:

1. Collect satisfaction (CSAT) feedback is on under "Satisfaction settings"

2. Notification is on for the "Request Resolved" action

3. I am setting the resolution to "Done" as the first step in the transition post-function

4. There is no screen for the transition so there is no question of setting resolution twice

I am receiving all notifications except for the CSAT survey; I am getting notified for setting resolution to Done, for setting the status to Resolved and all other status change notifications. I checked with a colleague of mine and she is not receiving the notification either. I am an admin on the system and I am using JSM Cloud. Any help would be much appreciated! Thanks!

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Dan Breyen
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September 8, 2023

Hi @SiSuVe welcome to the community.  I'm seeing the same issue on my site.  I would suggest opening a ticket with Atlassian Support (support.atlassian.com/contact) and let them know what is going on and see what they say.  

Hope that helps

SiSuVe
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
September 11, 2023

Thank you @Dan Breyen ! I checked today and I received the survey for a test ticket I had created. Must have been a temporary glitch.

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