{{issue.properties.service-request-feedback-comment.comment}} stopped working

[Koen Bruggeman]

hi,

i used an automation to read {{issue.properties.service-request-feedback-comment.comment}} and copy the comment into a custom field.

Since March 2024 it stopped working. Going back to search in the Audit Log doesnt offer me logs before April 2024. What happened?

The automation doesnt show it malfunctioned but it stopped working since March 2024. I checked CSAT comments from Feb 2024 and before, and they where pasted into the custom field automatically without any issue.

Please help.

[Glen Cochrane]

I have a solution provided from my support ticket.

Initially they tried to insert a Re-fetch action in the rule but that still failed. They suggest the following rule based on a schedule and not based on csat date update (which is where an unknown blocker is).

(Referenced below, my custom field name is: CSAT feedback comment)

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Reply from support:
With that said, since Re-Fetch Issue Data isn't working, I think the only way to handle this would be to bulk process them.
i.e. a Rule like this:

Trigger: Scheduled > Hourly
Branch: JQL >
Satisfaction IS NOT EMPTY AND CSAT feedback comment IS EMPTY AND updated >= -2h AND updated <= -5m
 
Action: Edit Issue > Set CSAT feedback comment to:
{{issue.properties.service-request-feedback-comment.comment}}
There are probably alternative ways to handle this, but this is the gist.

---

Hopefully this works for you as well.
I'm not thrilled with another hourly automation rule to query everything, but it's a solution.

Cheers,
Glen

[Matt]

Much appreciated. That fixed!

[Nick Read]

Did anyone get a response from Atlassian about whether this can go back to being event triggered, rather than scheduled?

[Koen Bruggeman]

:( no :(

[Rudy Holtkamp]

Hi @Koen Bruggeman ,

I think you should take a look at this REST API: Get feedback.  Although it is marked as 'experimental' it would be your best option to fetch the feedback

[Koen Bruggeman]

hi @Rudy Holtkamp ,

i dont even know what to reply on that. I dont have programmer knowledge so i dont understand what is on that page :-)

[Sebastian Krzewiński]

HI @Koen Bruggeman 

Did you ask atlassian support about that? It looks like Atlassian removed it but I'm not sure that they announce it.

Regards,

Seba

[Koen Bruggeman]

hi @Sebastian Krzewiński ,

I did make a support ticket ealier today. But no reply yet. We will see. The trigger "upon change of satisfaction date" still works tho.