How to troubleshoot when customer satisfaction survey is not being sent in Jira Service Management Cloud

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the Cloud platform.


By default, the Satisfaction survey will be sent to the reporter when the following happens:

  • Issue Resolution is set and Request resolved customer notification is enabled (for company-managed projects only);

or

  • Ticket is transitioned to status related to the Done category (when the status is green) and the Customer-visible status changed customer notification (or Request done in team-managed projects) is enabled.

Problem

If the reporter didn't receive the Satisfaction survey, this issue might happen due to one of the reasons below:

Root cause 1: The customer satisfaction setting is disabled in the service management project

To check and enable customer satisfaction surveys, follow the directions below:

  1. Go to the Project settings page > Satisfaction settings (or Service project settings > Customer satisfaction in team-managed projects);

  2. If this setting is disabled, enable it.

Root cause 2 (for Company-managed projects only): The Request type field of the request is not set

In order for a customer notification to be sent, the issue has to have a Request type set. If this is not configured before the ticket is resolved, no customer notification will be sent with the survey link. To check whether a Request type is configured on a ticket, follow the steps below: 

  1. Open the Request using the Jira user interface (Agent view) > Check if the "Request type" field is empty;

  2. If it is empty, it's necessary to add a Request type to the ticket.

Note: As mentioned in this document, customer notifications in Jira Service Management will be sent when the request is part of a Jira Service Management enabled project and has a valid Request Type.

Root cause 3: The "Request resolved" or "Customer-visible status changed" customer notification is disabled in the service management project

  1. Go to the Project settings page > Customer notifications (or Service project settings > Notifications > Customer notifications in team-managed projects);

  2. If the "Request resolved" or "Customer-visible status changed" notifications are disabled, enable both or one of them.

Note: Since team-managed projects don't have Resolutions, the "Request resolved" is known as "Request done" in this type of project.

Root cause 4: The reporter is added as a watcher or assignee in the request 

As mentioned on this page, if an agent is added to a request as an agent and a customer, internal notifications will take priority over customer notifications. With that in mind, when you add a user/customer (who is also the reporter) as a watcher or assignee in the request, this user will receive internal notifications instead of customer notifications. So, in this case, the reporter will not receive the Satisfaction survey.

Root cause 5 (for Company-managed projects only): Setting resolution twice does not trigger 'Request resolved' notification

There is a known issue where if in the final transition the resolution is set twice(once by a post function and the second via the selection on the transition screen), the 'Request resolved' notification will not be triggered. The following behavior is tracked on bug report: JSDCLOUD-4038 - Getting issue details... STATUS

To verify if you have a transition in the workflow (used by the impacted ticket) that sets the resolution twice, follow the directions below:

  1. Go to the Project settings page > Workflows;

  2. Edit the workflow that is associated with the issue type of the impacted ticket;

  3. Click on each transition that goes to the final statuses, and click on the "Post functions" link;

  4. Check if the transition has a screen with the resolution field added to it, and a post function that sets the resolution to a specific value, as shown in the screenshot below:

If that's the case, the fix consists of either solution below to ensure that the resolution is only set once:

  1. Remove the post function that sets the resolution;

  2. OR un-link the screen from the transition;

  3. OR remove the Resolution field from the screen associated with the transition.

Root cause 6 (for Company-managed projects only): The order of the post function that sets the resolution in the final transition

If you are using a post function to set the resolution, please make sure the post function "The Resolution of the issue will be set to •••" is the first one in the list:

  1. Go to the Project settings page > Workflows;
  2. Edit the workflow that is associated with the issue type of the impacted ticket;
  3. Click on each transition that goes to the final statuses, and click on the "Post functions" link;
  4. Check if the post function "The Resolution of the issue will be set to •••" is first in the list;
  5. If it is not the first, in the mentioned post function select Move up
  6. When this post function is first in the list, select Publish Draft to save the changes in the workflow.

Root cause 7 (for Company-managed projects only): The request has an issue security level and the reporter doesn't have access to see the ticket

If the request has a security level and the customer doesn't have access to see the ticket, Jira will not send notifications to them. Below we can see an example of a request with an issue security level:

Note: The security level lock icon will only appear if there's a security scheme set for the project, and if the Security level field is added to the View/Edit screen. Only users with permission can set the issue security level.

In this case, it's necessary to make sure the customer role is added under security levels in the issue security scheme associated with your project by following the steps below:

  1. Open the project > Project settings > Issue security
  2. Select Actions > Edit Issue Security
  3. In the Security levels, select Add
  4. Select the desired option (for example, Service Project Customer - Portal Access) > Add
Last modified on Dec 27, 2023

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