why is the Customer Satisfaction adding multiple activities to a ticket?

[Barbara Grant]

When an end user fills out the customer satisfaction survey I am seeing the activity with the customer satisfaction rating, and then also seeing 3 more updates in the ticket. 

Why are there so any updates? 

[Joseph Chung Yin · Accepted solution]

@Barbara Grant -

Welcome to the community, When customer submits his/her satisfaction replies and each field are updated separately and updated by the system (example - Satisfaction, Satisfaction date etc..)

Because of how the fields are updated, thus you will see multiple entries in the activities log.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Barbara Grant]

ok, I understand but what is the 3rd update? The satisfaction rating creates an activity, the satisfaction date creates an activity. What is the 3rd update for? 

[Joseph Chung Yin]

@Barbara Grant -

This may be a bug associated with the product.  I would suggest you to contact Atlassian Support (https://support.atlassian.com) for further assistance.

Best, Joseph

[Joseph Chung Yin]

@Barbara Grant -

Please post Atlassian Support's response to your question.  If my suggestion helped you, please click on Accept answer when you have a chance.

Best, Joseph

[Barbara Grant]

@Joseph Chung Yin , I will do that once I have heard back from Atlassian support. Thank you 

[Barbara Grant]

@Joseph Chung Yin , Atlassian support confirmed the bug. 

The issue you are facing is actually being caused by a bug that has been reported at:

• Satisfaction Date added multiple times in ticket history

What happens is that, when the survey is answered for the first time, the correct behavior is to add an entry for the rating and another with the date it was updated, but in case the page is kept open and the customer refreshes, it will cause a new update to be added to the ticket.