The code below will automatically send an email to the reporter once an issue meets certain criteria specified in a JQL query. It works by doing a JQL search for issues that don't have a value of "true" for a custom field we created called "Survey Sent". When the script runs, it will send emails to all the issues returned and then update that custom field to "true".
Implementation Steps
- Create a custom field called "Survey Sent" that is a single text field
- Take code below and put it in a file (e.g., /var/lib/jira/scripts/send-survey.groovy)
- Goto Admin > System > Services and add a new service:
- Name: My Auto Email Service
- Class: com.onresolve.jira.groovy.GroovyService
- Delay: 15
- Done.
You will need to modify some of the code below such as the JQL search. I put <> around anything to represent it's a variable you'll want to edit.
// This groovy script automatically sends a customer satisfaction survey
// to the reporter once an issue has been resolved and not updated for a
// defined period of time.
import com.atlassian.crowd.embedded.api.User;
import com.atlassian.jira.bc.issue.search.SearchService;
import com.atlassian.jira.component.ComponentAccessor;
import com.atlassian.jira.ComponentManager
import com.atlassian.jira.issue.CustomFieldManager;
import com.atlassian.jira.issue.fields.CustomField;
import com.atlassian.jira.issue.Issue;
import com.atlassian.jira.issue.IssueManager;
import com.atlassian.jira.issue.ModifiedValue
import com.atlassian.jira.issue.MutableIssue
import com.atlassian.jira.issue.util.DefaultIssueChangeHolder
import com.atlassian.jira.issue.util.IssueChangeHolder
import com.atlassian.jira.user.util.UserUtil;
import com.atlassian.jira.util.ImportUtils
import com.atlassian.jira.web.bean.PagerFilter;
import com.atlassian.mail.Email;
import com.atlassian.mail.server.MailServerManager;
import com.atlassian.mail.server.SMTPMailServer;
// Setup the various variables
jqlSearch = '<project = "IT Help Desk" AND "Survey Sent" is EMPTY AND status in (Resolved,Closed) AND issuetype NOT IN (Task, Sub-task) AND updated <= -2d>'; // Create the JQL query to perform
theUser = "<your cron user>"; // Specify the user that should execute the query if not logged in
surveyField = "Survey Sent"; // The field used to determine if the survey was already sent
surveySentValue = "true"; // The value to stick in the custom field to indicate a survey was sent
SearchService searchService = ComponentAccessor.getComponent(SearchService.class);
UserUtil userUtil = ComponentAccessor.getUserUtil();
User user = ComponentAccessor.getJiraAuthenticationContext().getLoggedInUser();
IssueManager issueManager = ComponentAccessor.getIssueManager();
def componentManager = ComponentManager.instance
def customFieldManager = componentManager.getCustomFieldManager();
def changeHistoryManager = ComponentAccessor.getChangeHistoryManager();
// If the user isn't specified, then set it to the default script running user
if (!user) {
user = userUtil.getUserObject(theUser);
}
// Set the default list of issues to null just to be safe
List<Issue> issues = null;
// Perform the search as a user and return the result so it can be validated.
SearchService.ParseResult parseResult = searchService.parseQuery(user, jqlSearch);
// Loop through each issue returned in the JQL and set a value for the custom field "Survey Sent"
if (parseResult.isValid()) {
def searchResult = searchService.search(user, parseResult.getQuery(), PagerFilter.getUnlimitedFilter());
// Setup mail server
MailServerManager mailServerManager = componentManager.getMailServerManager();
SMTPMailServer mailServer = mailServerManager.getDefaultSMTPMailServer();
// Transform issues from DocumentIssueImpl to the "pure" form IssueImpl (some methods don't work with DocumentIssueImps)
issues = searchResult.issues.collect {issueManager.getIssueObject(it.id)}
// Loop through each issue an update the Survey Sent cusotm field to indicate the survey has been sent
issues.each() { Issue issue ->
MutableIssue myIssue = issueManager.getIssueObject(issue.id);
def tgtField = customFieldManager.getCustomFieldObjects(myIssue).find {it.name == surveyField}
def changeHolder = new DefaultIssueChangeHolder();
tgtField.updateValue(null, myIssue, new ModifiedValue(issue.getCustomFieldValue(tgtField), surveySentValue),changeHolder);
// Reindex the field because if you don't, when the JQL search runs again it might not pick up on the
// fact that you put "true" in the "Survey Sent" custom field.
boolean wasIndexing = ImportUtils.isIndexIssues();
ImportUtils.setIndexIssues(true);
ComponentAccessor.getIssueIndexManager().reIndex(issue);
ImportUtils.setIndexIssues(wasIndexing);
// Setup the reporter variables
reporter = userUtil.getUserByName(issue.reporter.name); // Get the reporter object
reporterEmail = reporter.getEmailAddress(); // Get the reporter email address
reporterFirstName = reporter.displayName; // Get the reporter full name
// If the mail server configuration is valid, send an email.
if (mailServer) {
Email email = new Email(reporterEmail); // Set the TO address, optionally CC and BCC
email.setSubject("(${issue.key}) Customer Service Survey"); // Set the SUBJECT
email.setFrom("IT Help Desk <ithelpdesk@yourdomain.com>"); // Set the FROM address
String content = """\
Hello ${reporterFirstName},
Ticket: ${issue.key}
Summary: ${issue.getSummary()}
IT recently resolved your ticket and we hope you were happy with our support. We would appreciate it if you could take a quick 6 question survey to tell is about your experience.
<some url>
Your feedback is important as we continuously strive to improve the services provided to our user community.
Thanks in advance for helping us help you.
IT Help Desk
ithelpdesk@mydomain.com
(555) 555-1212""";
email.setBody(content)
mailServer.send(email)
}
else {
log.error "[Send Survey Cron] No SMTP mail server defined.";
}
}
}
else {
// Log errors if invalid JQL is used so we can fix it
log.error("[Send Survey Cron] Invalid JQL: " + jqlSearch);
}
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