Hi all,
I’m experiencing an issue with Jira Service Management’s native Customer Satisfaction (CSAT) survey emails not being sent automatically when a ticket is transitioned to the “Resolved” status.
Context:
I have a custom workflow where the final status is “Resolved.”
The transition to “Resolved” includes a post-function to set the Resolution field to “Done.”
The resolution field updates correctly, and the transition completes successfully.
However, the CSAT survey email is never triggered after this transition.
What I’ve checked so far:
The Resolution field is properly set during the transition.
The transition to “Resolved” is marked as a final transition (“Done”).
The post-functions are in this order: set status, add comment (if any), update history, reindex issue, set resolution field, trigger generic event.
No transition screen seems to block modifying the Resolution field.
I’m using the simplified workflow editor, not the XML editor.
Questions / Need help with:
How can I verify that the transition uses a proper “Resolve Issue” screen that allows setting the Resolution field?
How can I confirm that the native CSAT automation is correctly linked to this transition?
Is there a simple way to test or debug the triggering of the CSAT email?
What is the exact required order and set of post-functions for the CSAT email to be triggered?
Are there any hidden properties or settings on the transition or workflow to enable the CSAT trigger?
Additional info:
I’m using Jira Cloud / Server (please specify your environment).
I have multiple “Resolve Issue Screens” in my system but am unsure how to check which one is associated with my workflow.
I’ve tried third-party apps but would prefer to use the native CSAT functionality.
Thanks in advance for your support!
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