Service Desk satisfaction form not sending

[Gavin Johnson]

Hi,

I have the Satisfaction Settings turned on in the Jira project I wish to enable the functionality in.

I'm currently having an issue with the form not being shown to the customer when the tickets resolution is set.

Everything that I have configured matches what's mentioned on this page.

My Resolved status is Done rather that Resolved though, could that be causing the problem?

[Andy Heinzer · Accepted solution]

This survey is not sent out based on the issue's status, but rather when the issue gains a value in the resolution field.

How is the resolution being set for issues in this workflow?   Is the resolution selected via a transition screen?  OR is the resolution set via a post-function in the workflow?

You can use either of these methods to set a resolution for an issue depending on your workflow, but your workflow should never be set to use both methods to set the resolution value on an issue.   I have seen setups were admins set the resolution value by both methods and doing so tends to break this functionality of the customer surveys from being sent to the customer.

[Gavin Johnson]

Hi @Andy Heinzer,

The resolution is set via a post-function in the workflow (please see attached screenshot).

The only element I have in my transition screen is the comment field.

Thanks

[Gavin Johnson]

Even after removing the Comments screen during the transition I receive no satisfaction survey.

[Andy Heinzer]

It is strange to see that your workflow is also setting the assignee to the value of the reporter.   That part should not usually be possible in a service desk project since only Agents are able to be set at the assignee of issues in a service desk project.  That is not common to see, so perhaps that post-function is a factor here.

If that is not the problem here, then I would want to understand if perhaps these issues are set with a different value for the resolution field before this transition is executed.   In most cases, issues in Jira should not have a resolution value at all until the issue is ready to be completed.  However I have seen instances where a project admin will set the resolution field to be required in the field configuration.  When this happens, it requires that all issues have a resolution value, even when they are created.  This can circumvent the way Service Desk is intending to trigger actions like the sending of satisfaction surveys.

[Gavin Johnson]

Thanks for the response @Andy Heinzer.

I've removed the assignee post function as mentioned and still no luck I'm afraid.

After investigating your comments on the resolution status being set beforehand I can't find any evidence of this in the workflow.

Is there anything else I can provide in order to resolve this?

Thanks

[Gavin Johnson]

Could it be something to do with the ordering of the post functions?

[Gavin Johnson]

@Andy HeinzerIt's ALIVE!!!!

Was to do with the ordering of the POST functions.

I moved the setting of the resolution and assignee to the top of the list of functions to be processed on transition and it worked.

Thank you for your help!!

[Andy Heinzer]

Hi Gavin,

Thanks for letting us know the solution here.  Did you have to set the resolution post function before the reindex post function?   I could see a scenario where having the resolution set after the issue is reindexed might not trigger other features like this satisfaction survey.

[Gavin Johnson]

Hi@Andy Heinzer

I did. So the Resolution is now set to Done before the reindex takes place.

Previously this was done after the reindex.

Thanks again,

Gavin

[Victor Mutambuki]

Gavin,

1. Did your customers get a survey when you turned on the CSAT?

2. Is your JSD in cloud or server?

3. Resolved can mean many things. DONE, COMPLETE..etc. Resolved=Done should be good enough.

Victor

[Gavin Johnson]

Hey @Victor Mutambuki,

Thanks for your time, please see my answers below.

1. They didn't

2. My JSD instance is in the cloud

3. OK, at least that isn't the problem