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  1. Jira Service Management Data Center
  2. JSDSERVER-3431

Send Support Satisfaction Survey on Requests without Service Desk Request Type

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    • 4
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      Support Satisfaction Survey sent out on Resolved issues when the Request was created through JIRA Backend

      This appears to be due to the Request Type not being set when a Request is Created in JIRA instead of through the Service Desk Portal
      (see JSD-1809)

      Suggested Solution

      Send Support Satisfaction Survey on all requests resolved in the Service Desk Project

      Workaround

      • Create all Service Desk Requests through the Service Desk Portal
        or
      • When creating Service Desk issues through JIRA, manually set the Request Type
        • Request Type will show No Match if not set

        1. CreatedInJIRA.png
          CreatedInJIRA.png
          23 kB

            [JSDSERVER-3431] Send Support Satisfaction Survey on Requests without Service Desk Request Type

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012527 ] New: JAC Suggestion Workflow 3 [ 3649849 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663995 ] New: JAC Suggestion Workflow [ 3012527 ]
            SET Analytics Bot made changes -
            Support reference count New: 4
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322982 ] New: Confluence Workflow - Public Facing v4 [ 2663995 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052763 ] New: JSD Suggestion Workflow - TEMP [ 2322982 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048984 ] New: JSD Suggestion Workflow [ 2052763 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280093 ] New: JSD Suggestion Workflow - TEMP [ 2048984 ]
            jonah (Inactive) made changes -
            Description Original: h3. Problem Definition
            Support Satisfaction Survey sent out on Resolved issues when the Request was created through JIRA Backend

            This appears to be due to the Request Type not being set when a Request is Created in JIRA instead of through the Service Desk Portal
            _(see JSD-1809)_

            h3. Suggested Solution
            Send Support Satisfaction Survey on all requests resolved in the Service Desk Project
             
            h3. Workaround
            - Create all Service Desk Requests through the Service Desk Portal
            or
            - When creating Service Desk issues through JIRA, manually set the Request Type
            -- Request Type will show {color:red} No Match {color} if not set
            !CreatedInJIRA.png|thumbnail!
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-3431].
              {panel}

            h3. Problem Definition
            Support Satisfaction Survey sent out on Resolved issues when the Request was created through JIRA Backend

            This appears to be due to the Request Type not being set when a Request is Created in JIRA instead of through the Service Desk Portal
            _(see JSD-1809)_

            h3. Suggested Solution
            Send Support Satisfaction Survey on all requests resolved in the Service Desk Project
             
            h3. Workaround
            - Create all Service Desk Requests through the Service Desk Portal
            or
            - When creating Service Desk issues through JIRA, manually set the Request Type
            -- Request Type will show {color:red} No Match {color} if not set
            !CreatedInJIRA.png|thumbnail!

              Unassigned Unassigned
              scranford Shawn C (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: