How can I save the CSAT Comment in a custom field?

Brian Henry
Contributor
November 21, 2024

Automation instructions on this support page do not work.  It appears that the smart value either doesn't exist or is empty.

Wondering if anyone else has figured out how to do this?

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Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 22, 2024

Hi @Brian Henry ,

Are you getting a specific error message or something ?

I tried this smart value in my automation rule and it seems to return a result.

 

{{issue.properties.service-request-feedback-comment.comment}}

Best regards,

kris

Brian Henry
Contributor
November 22, 2024

Hi @Kris Dewachter

I get no error. The automation log shows success, but the new custom field CSAT Comment is still empty.

Can you show image(s) what your working automation rule looks like?

Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 22, 2024

Hi @Brian Henry ,

What happens when you display the value of the smart value above in the audit log ?

Do you see the correct value of the ticket ?

 

Screenshot 2024-11-22 at 16.17.54.png

 

Can you share your automation rule ?

Best regards,

kris

 

 

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Brian Henry
Contributor
November 22, 2024

Here are screenshots from my automation rule:

Screenshot 2024-11-22 095259.pngScreenshot 2024-11-22 095516.pngScreenshot 2024-11-22 095607.pngScreenshot 2024-11-22 095640.png

Brian Henry
Contributor
November 22, 2024

I did just notice that the smart value contains "service-request-feedback-comment". Will this only work on Service Requests (not Incidents, etc) ?

Brian Henry
Contributor
November 22, 2024

After adding the Log Action component, I see nothing in the log.

 Screenshot 2024-11-22 103711.png

Kris Dewachter
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 24, 2024

Hi @Brian Henry ,

I did a little test and this works for both service requests, and incidents.

Are you sure you acutally have a CSAT comment in the original ticket ?

Also, looking at your automation rule, why do you perform a re-fetch of the issue data ? I don't see a use for that and it might also interfere with the results.

Below is my automation rule. It has a manual trigger for testing purposes. Can you try if this works ?

Screenshot 2024-11-24 at 16.49.41.png

 

Screenshot 2024-11-24 at 16.49.50.png

Best regards,

Kris

 

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Brian Henry
Contributor
November 25, 2024

That is odd.  I was using the re-fetch because the original post that I referenced in the beginning included that as a step.

Even after removing the re-fetch component, I still see nothing captured in the logScreenshot 2024-11-25 113237.png

See the attached screenshot showing that the CSAT rating & comment are captured.

Screenshot 2024-11-25 105943.png

 

Brian Henry
Contributor
November 25, 2024

I did attempt with a Manual Trigger and it did work!

So I changed my trigger to run on a once-per-day schedule and when I manually run the rule it does work.

Thanks for your help @Kris Dewachter!!

 

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