Hi @Judy Campbell,
It might help us if you could elaborate how you noticed this; apart from that, the documentation states:
When you turn on customer feedback, your service project sends customers a quick survey when their request is resolved.
While the documentation is not really clear on what that means, there's 2 things you might want to check:
- In your ticket workflow, have a look at the transition(s) you have configured to resolve / close a ticket. In the post functions of that transition, the last function in the list raises an event. Have a look if this says issue resolved, as this is picked up by Jira's notification mechanism to determine the type of notification to be sent.
- On top of that, the resolved date in Jira - the system date that indicates when a ticket was resolved - is set when you fill out a value in the resolution field. Make sure this is happening too in your bespoke scenarios.
Hope this helps!
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