Trying to Copy The CSAT Score to the Escalated Ticket When One Exists (And Clear From Service Desk)

[Evan Gilner]

The way our Jira instance is configured is that we have a Service Desk Project (level 1), along with escalation projects (level 2). Tickets escalated to one of the escalation projects are effectively cloned, so there still exists the Service Desk ticket. That Service Desk ticket remains assigned to the Service Desk Agent, while the escalated ticket is assigned to one of the level 2 escalation team members. 

When an escalated ticket is closed by the level 2 agent, our automation rule automatically closes the Service Desk ticket as well, and the Customer receives a survey. 

The problem with this is that the survey (CSAT) score is allotted to the Service Desk agent, and only to that agent. What we want to happen is for the CSAT score to be given to the level 2 escalation technician, and not the Service Desk agent. Only CSAT surveys for issues that the Service Desk agent resolves without escalating to level 2 should apply to that Service Desk agent. Simply assigning the Service Desk tickets to the level 2 agent who takes the escalated ticket is not an acceptable solution, as we want our Service Desk Agents to be the liasons between our users and our level 2 team members. 

I've looked into Automation Rules for this, however the Satisfaction field is currently not able to be edited/copied in Jira.

Please let me know if any further clarification is required.

Thank you very much,

Evan

[Ajay _view26_]

Hi @Evan Gilner 

I assume escalation projects (level 2) mentioned are non JSM projects.

Since the customer always interacts with the JSM Agent via the level 1 Ticket, it would make sense to keep the CSAT Survey within the JSM project. What you could try out is creating a custom field in Level 2 Projects and copying the CSAT value into it ( based on a linked issue rule ) ? 

Would that satisfy your use-case?

Cheers

Ajay