We are looking to make a query to import ratings on tickets from a date range for reporting purposes. The current API seems limited to passing each ticket ID and requesting for the rating on that ticket, increasing the number of calls that need to be made to fetch this info.
Is there a way to query by a date range and GET ticket ids and associated star ratings provided by customers.
Hello @Jetson Gospel
There is nothing called a 'Star Rating' in the native version of Jira Software Cloud. You also mentioned searching for a 'ticket ID' but Jira Software Cloud doesn't have 'tickets' either. Perhaps you're referring to OpsGenie?
If not, perhaps you've got some sort of third party add-in like Rating CustomField that has added a custom star rating system to the issues in your Jira Software Cloud instance?
Hi @David Bakkers Its a field the customer uses in their service cloud for tracking CSAT. The only way to get this out now is by passing a single ID at a time: https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-requestidorkey-feedback-get
Looking to see if I query by a date range and process it from there. Seems pretty inefficient to make multiple calls. Ty
OK, you're talking about Jira Service Desk and when you say 'ticket' you mean customer requests.
The Get customer requests endpoint does allow you to search for all the requests, and you can use a JQL search to narrow the results to a date range, but in the results returned, the value of the FEEDBACK isn't included, as per the documentation:
A multi-value parameter indicating which properties of the customer request to expand, where:
serviceDeskreturns additional details for each service desk.
requestTypereturns additional details for each request type.
participantreturns the participant details, if any, for each customer request.
slareturns the SLA information on each customer request.
statusreturns the status transitions, in chronological order, for each customer request.
attachmentreturns the attachments for the customer request.
actionreturns the actions that the user can or cannot perform on this customer request.
commentreturns the comments, if any, for each customer request.
comment.attachmentreturns the attachment details, if any, for each comment.
comment.renderedBody(Experimental) returns the rendered body in HTML format (in addition to the raw body) for each comment.
To get the value of the feedback, including the feedback RATING field value (an integer from 0 to 5), you need to query the Get feedback endpoint and that endpoint needs to be used per customer request, one at a time.
In summary, there is no endpoint that allows you to query all the customer requests by date range and also have the value of the feedback rating for all returned at the same time.
I personally don't think it needs any changes, as the majority of the REST API endpoints return only a specific amount of data, and it's up to you to iterate through that data set to extract the subsets, if needed. If every endpoint returned every single bit of data about the object being queried, at all depths, the load on the back end would dramatically increase and the size of the response to every request would increase dramatically as well.
Atlassian need to strike a balance, and have the endpoint provide the most likely information, with the less likely provided via expansion or iteration.
Agree to disagree on this.. The GET feedback endpoint need not need this dependency to supply the request-id every time, will be uber-efficient to give Feedback from all posts over a certain time range. You can always page results in the payload for long queries and batch them. It's one simple star rating field. @David Bakkers
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