Details
-
Suggestion
-
Resolution: Fixed
-
2
-
Description
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
UPDATE: 8th June 2021
Hi everyone, good news - this has been implemented as part of a related improvement to CSAT for team-managed projects (this change applies to both team-managed and company-managed projects). The CSAT email is now sent out when either:
- The resolution field is set to some value (from empty) OR
- The status category of the issue's status is changed to 'Done'
Cheers,
Oliver Wessels and the Jira Service Management team.
Issue Summary
When a service desk agent closes an issue, if they are using a customized workflow or field configuration that does not make the resolution field compulsory, when the issue is closed, not customer satisfaction survey is sent as JIRA still considers the issue as being unresolved which is the condition required to be met for surveys as stated here.
Usage Scenario
In a company that does not mark issues based on resolution and only worry about transitioning the ticket to the closed status, there is no way for them to send out a custom survey for the customer to fill since JIRA would in all scenarios consider the issue as resolved.
Feature Request
Allow JIRA Service Desk to recognize the closed state as a point to trigger the CSAT survey rather than just the Resolve issue.
This would help ensure that teams can have notifications sent to their customers once the the issue issue is closed.
Existing
JIRA checks if the resolution field is field when the issue is closed and then triggers the notification.
Workaround
Users can setup a generic resolution for their team when an issue has been resolved so that their issues would always be resolved to this generic resolution instead of having the field blank.
Attachments
Issue Links
- is related to
-
- Gathering Interest