Details
-
Bug
-
Resolution: Timed out
-
Low
-
1
-
Severity 3 - Minor
-
Description
Summary
Two CSAT emails are sent out because there are two actions in the workflow that triggers a survey. The feedback link in the former CSAT email is invalid and reports an error if the customer tries to fill it.
Steps to Reproduce
- For a classic JSD project set the workflow with a Resolved and Closed status
- Make sure that the category type for the status is (Done- Green color)
- Allow issue transition to Resolved status without setting the Resolution field
- For the transition that moves the issue from Resolved to Closed, set the Resolution field using a post function or a resolve screen
- Transition the issue to Resolved status
- Transition the issue to Closed status
Expected Results
For classic JSD projects, when an issue is transitioned to Resolved status with done category Or the Resolution field is set whatever comes first, a survey is triggered and the customer is able to fill it.
If the survey is triggered once for an issue already, another survey should not be triggered.
Actual Results
When the issue is transitioned to Resolved status, a survey is triggered. And when the issue is transitioned to Closed status and a Resolution is set, another survey is triggered. The feedback link in the former CSAT email is invalid and reports the following error if the customer tries to fill it:
Something bad happened Sorry! That link doesn't work anymore!
Notes
For next-gen JSD projects, only Status Category is used to determine if a ticket is resolved, so a survey is triggered when the issue is moved to a Done status category.
For classic JSD projects, the Done Status category as well as a setting the Resolution field for the first time, both marks an issue as resolved so both actions can trigger a survey
Workaround
To prevent multiple surveys to be sent an issue, make sure that you set the Resolution field in the same transition that moves the issue to the first Done category status (green color)
