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

[Brian Henry]

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?

[Kris Dewachter · Accepted solution]

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]

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]

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 ?

Can you share your automation rule ?

Best regards,

kris

[Brian Henry]

Here are screenshots from my automation rule:

[Brian Henry]

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]

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

 

[Kris Dewachter]

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 ?

Best regards,

Kris

[Brian Henry]

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 log

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

[Brian Henry]

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!!