Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Bulk API endpoint for Star Ratings

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. 

3 answers

Have you tried using the issue search api with a jql statement? Simple example:

http://localhost:8080/rest/api/2/search?jql=assignee=charlie

 I didn't check if star ratings are returned in the results.

Hi, nope will check it out 

@Trudy Claspill Tried that and did not have the star rating in there. 

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:

expand

Array<string>

A multi-value parameter indicating which properties of the customer request to expand, where:

  • serviceDesk returns additional details for each service desk.
  • requestType returns additional details for each request type.
  • participant returns the participant details, if any, for each customer request.
  • sla returns the SLA information on each customer request.
  • status returns the status transitions, in chronological order, for each customer request.
  • attachment returns the attachments for the customer request.
  • action returns the actions that the user can or cannot perform on this customer request.
  • comment returns the comments, if any, for each customer request.
  • comment.attachment returns 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.

Like Jetson Gospel likes this

Thank you. Yeah, seems pretty inefficient and hopefully, they address this. 

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 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

322 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you