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Some questions about JSM Edited


Some questions about resolutions and ratings in JSM.

Customers will be automatically asked to rate a support everytime a resolution is set? So independent of the resolution type, customers will be asked to rate, am I right?

I created a new workflow, so all my status and transitions are brand new. The default workflow had transitions with lots of properties, and I'm not sure what are those properties and for what purpose they served. My new transitions does not have any properties. Does that affect the rate behaviour? 

I wonder why my transitions does not have any properties. I'm still confused about why these propertiesexists, if conditions, validators and post functions are set independently.



1 answer

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Hi @Gui Ávila,

Don't worry about those properties. You can read more about those on this page.

They will not influence customer satisfaction process. As you can read from the documentation, when enabled Jira Service Management sends out a CSAT request to the customer when his ticket gets resolved.

Gets resolved means a resolution is filled out on the ticket. There are no other requirements than that.   

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