Current State:

Currently, when a work item is closed in JSM, settings can be configured to send a Satisfaction Survey to the reporter of the work item. This survey is sent in an email notification which contains a link that redirects the reporter to the portal, where the CSAT survey for the request lives. This link is generated for each individual request, and we don't currently provide a method to access this link to then re-share.

Proposed Future State:

Provide a method, via API or directly in the settings, to access and re-share the original link sent to the customer/reporter of a work item, to better ensure reception and engagement. Provide the necessary security for a competent like this, so it cannot be abused to skew reporting.

Alternative (e.g. Third Party Plugin):

There are currently no workarounds for this. One will be mentioned if determined viable.