Send the comment on the rating for the assignee's email

[joao zampa]

Hi,

After an issue is closed the user will be prompt to rate the person that helped him/her on the ticket.

I could not find any automation option to send the comment on the rating to the assignee's e-mail.

To be more specific:

The Agent closes an issue -> the user rates and add a comment -> my goal is to send an e-mail to the agent with the rating and the comment.

[Brydie McCoy (CB)]

Hi,

When the user rates a ticket jira updates the satisfaction field.  So you can have an Automation for Jira rule trigger on changes to that field:

You can then send an email.  In cloud you can access it using the smart value {{issue.properties.service-request-feedback-comment}}

For server, we currently do not support the satisfaction fields.  We are tracking this here: https://codebarrel.atlassian.net/browse/AUT-769

Cheers,
Brydie

[joao zampa]

Hi @Brydie McCoy (CB) , thanks for the reply.

Unfortunately I was not able to retrieve the comment value using the key,{{issue.properties.service-request-feedback-comment}} as suggested.
The key to retrieve the ratting value that you have suggested did work, but I managed to retrieve it by using the key {{issue.customfield_11408.rating}}.

How can I see all the values that are available for me to use? I am using this "https://your-domain.atlassian.net/rest/api/3/issue/DEMO-1" to check keys and values that are available to use, and that is where I got the {{issue.customfield_11408.rating}} from, but for some reason the way to retrieve the rating value {{issue.satisfaction.rating}} works as well, even though I could not find this key value pair on the JSON(https://your-domain.atlassian.net/rest/api/3/issue/DEMO-1).

My 2 questions would be:

  - Do you know why I can't retrieve the comment value using the key you have suggested?
  - is there documentation that I could see all the available keys?

Thanks in advance.

[Brydie McCoy (CB)]

Hi.

We do have some documentation on Available smart values however, it is more of a guide than a complete list.   In general we have pulled the issue json (as you discovered) but then we add a few niceties on top.  Like being able to reference a custom field by name rather than the id.  And as people have requested new data we have made that available specifically.

One such addition is issue properties.  You can see these via "https://your-domain.atlassian.net/rest/api/3/issue/DEMO-1/properties".  This lists all the available properties.  You can then hit "https://your-domain.atlassian.net/rest/api/3/issue/DEMO-1/properties/<property-key>" to see the value.  If an issue has a satisfaction comment via Service Desk, I'm seeing added as an issue property with the key "service-request-feedback-comment". 

As for why thats not working for you, I'm not 100% sure.   It might be worth raising a support ticket with us and provide screenshots of your rule and audit log and we can debug further.

Cheers,
Brydie

[Petr A]

@joao_zampa

Hi there! Did you manage to include ratings and comments in the email?

[cbaker]

Hi @joao_zampa  & @Petr A  - this {{issue.properties.service-request-feedback-comment}} actually is the right one to use. 

But I think the problem is that when a user hits the satisfaction star rating it triggers the automation -  I assume that's what most will use to trigger the Automation (that's what I used) 

It will take of and do what it need to (but there is no comment yet as yet )
eg. 

The comment gets added after the customer the screen pops up to enter the comment which is missed by the automation because it already has run and the customer is still to fill it out!  I have tested this by manually running the automation with the comment in and it gets picked up.

If this is what you are doing it might be better to run it at the end of each day and not use a trigger or vote for this https://jira.atlassian.com/browse/AUTO-238 or do this https://confluence.atlassian.com/jirakb/how-to-simulate-a-delay-sleep-function-in-the-automation-1141489822.html to put a wait in ? (if that's wat is going on)

[Diego Borba]

https://community.atlassian.com/t5/Jira-Service-Management-articles/Save-satisfaction-comments-in-a-custom-field/ba-p/1999739#M4080