How to store a CSAT comment in a text type custom field using Automation

Summary

This KB aims to help you create an Automation rule that will store the CSAT comments in a text-type custom field. After storing it in the custom field, you can do the export using JQL.

Solution

• Create a text type custom field  "CSAT comment"  and associate it with the project screens:

• Create an Automation rule

           - The trigger is "When: Field Value changes for "Satisfaction date" - Change type: "Any changes to the field value": 

         - Add a "Re-fetch issue data" action.

         - Edit issue fields: "CSAT comment" with the smart value:

• Filter out the CSAT comments in the issue view with this JQL: 

  1 "CSAT comment[Paragraph]" is not EMPTY

This will be applied only to new tickets created afterward.