Request for Trigger: Satisfaction Survey completed

Coco _El mejor_ April 24, 2019

Hi, i want a new trigger to automate actions when someone complete a satisfaction survey. More specific, I need a way to raise a ticket when someone give a bad rate in the feedback of the issue. 

Is there a way to notificate if someone give a bad rate ?



3 answers

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1 vote
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Lukas Ortner August 22, 2022

I stumbled upon the same request and solved it like this in the Cloud Version


Screenshot from 2022-08-22 09-49-43.png

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Coco _El mejor_ April 25, 2019


I fixed it! Finally, found this:

{{issue.Satisfaction.rating}} only works with cloud version, so I do this:


This rule send an email if the satisfaction rate is 1. As you can see in the link I share above, d29c0 equals to 1. If you want to replicate with anothers, only change this value for the right one.





Dolan Au-Yeung
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May 5, 2021

Hi There,


Sorry to bring up an old thread, but I just tried this and was unable to get the trigger to be recognized. Any ideas on why? Have tried both the cloud version and the server version referencing the ticket you linked.





Steve H July 26, 2021

Hi Dolan

Two things i found when implementing and testing on Jira Server (Jira Server 8.6 / Service Desk 4.6) 

1. I needed to use a new ticket with empty satisfaction each time to test the rules - I couldn't reopen or change the rating or the trigger didn't work for me, so i used a fresh ticket each time or it would be ignored.

2. The value {{issue.satisfaction}} did not return a string with d2f19 or any of the other results listed above. I created an automation to add a comment with  {{issue.Satisfaction}} in and found that the actual string that was being returned for a 5 star rating was 

ServiceDeskRequestFeedbackTypeBean {scale=5, rate=5}

So instead i set it to search for values that contain "rate=5" (or 1, 2, 3 etc) so my automation became


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April 25, 2019

Hi Agustin,

So you can use the field value changed trigger with the 'Satisfaction' field for this and a compare condition:


The smart-value to get the rating is:


Hope that helps.



Coco _El mejor_ April 25, 2019


Thanks! I did exactly what you said, but the audit log shows that is no actions performed2019-04-25_14-17-55.png

is it correct?

{{issue.Satisfaction.rating}} equals 1

Coco _El mejor_ April 25, 2019

Here is the rule:


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