How to find out how many Jira Service Management Customer Satisfaction Survey has been sent
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
The response rate to the Jira Service Management Customer Satisfaction Survey is low sometimes. As an admin, you can find out how many emails were sent out in the last month and this month.
Solution
Jira uses the AO_4E8AE6_NOTIF_BATCH_QUEUE table to store customer satisfaction survey email notifications. When the CONTEXT is RESOLVED, JSM sends out a CSAT email.
In order to obtain the email CSAT emails sent during the previous month, you can run the following query to get the count.
1
select count(*) from AO_4E8AE6_NOTIF_BATCH_QUEUE where CONTEXT='RESOLVED' AND SENT_TIME between 1598943600000 and 1601535540000;
1598943600000 is in epoch time format and it means Sep 1st 12 am PST.
1601535540000 is Sep 30th 11:50 pm PST.
The table AO_4E8AE6_NOTIF_BATCH_QUEUE is cleared 1 month after sending it to avoid the database table getting too big.
You can use the Google Epoch time converter to convert the time from human date to Epoch format to get the data. Please also be aware that this query was written for MySQL; please modify it to meet the different needs of your database.
Additional Information
Review the customer satisfaction survey is not sent when a service project request is resolved to ensure that the users are absolutely getting all the survey emails as expected.
JSDSERVER-4159 - Resend customer satisfaction (CSAT) feedback request for multiple times (reminders)
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