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Bug
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Resolution: Fixed
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Low
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5.4.13
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4
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Severity 3 - Minor
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7
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Issue Summary
A 1-star rating CSAT can be set unknowingly when customers use mail clients to reply to Jira Service Management mail notifications.
This is suspected to be caused by the URL checkers in users' mailboxes, some crawlers/security scanner in the customer mail server.
This is reproducible on Data Center: No
Steps to Reproduce
- As a customer, create a Service ticket.
- Wait for the agent to resolve the ticket so the resolved + CSAT survey is sent.
Expected Results
Customers can click on the stars to provide feedback to the agents.
Actual Results
URL checkers act on Outlook clients and end up adding a 1 or 2-star rating without the customer knowing.
Workaround
WorkAround is mentioned in the KB article https://confluence.atlassian.com/jirakb/the-customer-satisfaction-survey-was-submitted-several-times-for-the-same-request-1206558022.html
- if you find that there is a bot/crawler in the mail server that is scanning every link from every email, then you will need to disable it
- Alternatively, if you can identify the IP addresses from which the unwanted survey requests are coming, you might want to block these IP addresses in the Load Balancer or Reverse Proxy Server that Jira is configured with (if you are using a Load Balancer or Proxy Server).
- At times, customers cannot apply for this workaround if they deal with users from different organisations, and identifying which organisation is causing the issue and instructing each one of them to disable this crawler would be difficult.
- blocks
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JSDSERVER-3839 Customer satisfaction surveys allow customers to re-submit their scores multiple times
- Closed
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- Gathering Interest
- is related to
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- Gathering Interest
- links to
- mentioned in
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Page Failed to load
[JSDSERVER-15583] Low rating CSAT is set unknowingly from the customer mail server security scanner
| Link | New: This issue is related to JSDSERVER-16285 [ JSDSERVER-16285 ] |
| Description |
Original:
h3. Issue Summary
A 1-star rating CSAT can be set unknowingly when customers use mail clients to reply to Jira Service Management mail notifications. This is suspected to be caused by the URL checkers in users' mailboxes, some crawlers in the customer mail server. This is reproducible on Data Center: No h3. Steps to Reproduce # As a customer, create a Service ticket. # Wait for the agent to resolve the ticket so the resolved + CSAT survey is sent. h3. Expected Results Customers can click on the stars to provide feedback to the agents. h3. Actual Results URL checkers act on Outlook clients and end up adding a 1 or 2-star rating without the customer knowing. h3. Workaround WorkAround is mentioned in the KB article https://confluence.atlassian.com/jirakb/the-customer-satisfaction-survey-was-submitted-several-times-for-the-same-request-1206558022.html # if you find that there is a bot/crawler in the mail server that is scanning every link from every email, then you will need to disable it # Alternatively, if you can identify the IP addresses from which the unwanted survey requests are coming, you might want to block these IP addresses in the Load Balancer or Reverse Proxy Server that Jira is configured with (if you are using a Load Balancer or Proxy Server). # At times, customers cannot apply for this workaround if they deal with users from different organisations, and identifying which organisation is causing the issue and instructing each one of them to disable this crawler would be difficult. |
New:
h3. Issue Summary
A 1-star rating CSAT can be set unknowingly when customers use mail clients to reply to Jira Service Management mail notifications. This is suspected to be caused by the URL checkers in users' mailboxes, some crawlers/security scanner in the customer mail server. This is reproducible on Data Center: No h3. Steps to Reproduce # As a customer, create a Service ticket. # Wait for the agent to resolve the ticket so the resolved + CSAT survey is sent. h3. Expected Results Customers can click on the stars to provide feedback to the agents. h3. Actual Results URL checkers act on Outlook clients and end up adding a 1 or 2-star rating without the customer knowing. h3. Workaround WorkAround is mentioned in the KB article https://confluence.atlassian.com/jirakb/the-customer-satisfaction-survey-was-submitted-several-times-for-the-same-request-1206558022.html # if you find that there is a bot/crawler in the mail server that is scanning every link from every email, then you will need to disable it # Alternatively, if you can identify the IP addresses from which the unwanted survey requests are coming, you might want to block these IP addresses in the Load Balancer or Reverse Proxy Server that Jira is configured with (if you are using a Load Balancer or Proxy Server). # At times, customers cannot apply for this workaround if they deal with users from different organisations, and identifying which organisation is causing the issue and instructing each one of them to disable this crawler would be difficult. |
| Summary | Original: Low rating CSAT is set unknowingly from the customer mail server client | New: Low rating CSAT is set unknowingly from the customer mail server security scanner |
| Resolution | New: Fixed [ 1 ] | |
| Status | Original: Waiting for Release [ 12075 ] | New: Closed [ 6 ] |
| Fix Version/s | New: 10.4.0 [ 110312 ] | |
| Fix Version/s | New: 10.3.2 [ 110306 ] | |
| Fix Version/s | New: 5.12.17 [ 110203 ] |
| Status | Original: In Progress [ 3 ] | New: Waiting for Release [ 12075 ] |
| Remote Link | New: This issue links to "Page (Confluence)" [ 970619 ] |
| Support reference count | Original: 3 | New: 4 |
| Status | Original: Short Term Backlog [ 12074 ] | New: In Progress [ 3 ] |
| Assignee | New: Andrew Bui [ f31f2aa3fba9 ] |