How to check if CSAT mails are being sent?

[Martin Podhovnik]

My understanding: A CSAT is being sent out when a resolution is being set on a service desk issue.

Experience: I do not have any issues with mails being sent from any non-servicedesk part. In most cases also CSAT mail is being sent, BUT not always...

Problem:

If you have to debug if a CSAT-mail has been sent out to a customer it gets difficult.

I never see them in the mail queue in the admin area

Using the outgoing mail logfile of the JIRA servers (-->datacenter ;-) ) it does not show the CSAT mails (but a lot of others more 'standard' like).

Using the MessageTrackingLog of our Exchange Servers I do see that sometimes I have one mail too less received from JIRA.

Questions:

• How and where can I have a better insight into CSAT? I can see if they answer including time stamp - but not when and if a CSAT notification has been triggered.
• How can CSAT mail sending be triggered manually? I tried purging and setting new the resolution in one workflow step (referring to the same status) - no CSAT triggered.
• Where is CSAT being logged?

Thanks for any feedback/answers...

Best regards
Martin

[Andy Heinzer · Accepted solution]

The CSAT surveys sent by service desk aren't sent as separate messages.  Instead they actually get included into the resolve notification that the customer gets.   So that would explain why you don't see these in the outgoing mail queue.  At least this is the case in my Service Desk 3.15.3 version.  Perhaps older version that had CSAT surveys might have done this differently.

But I agree, that if you're not sure the customer is getting this survey, how to figure out if they got it isn't very easy to do in Jira.  I would expect that you could follow the steps in Mail and mail handlers troubleshooting in order to turn on the debug logging for the outgoing mail temporarily and test it.  This would at least allow you to see the contents of the email being sent from Jira.  But I wouldn't recommend leaving debug logging on for a long period of time with Jira, the logs will grow very large, very fast in my experience.  It's better to use DEBUG level logging only when troubleshooting/testing for short periods.   You could turn this on, and then resolve a test issue to see more details about what the notification is the end user is getting.

There is not a means to just trigger the sending of a CSAT survey after it has been sent once.  There is a feature request for this in https://jira.atlassian.com/browse/JSDSERVER-4159

These survey results are being stored in the Jira database.   Other users have created requests to make the comments of these more searchable in https://jira.atlassian.com/browse/JSDSERVER-4317 in the process of that, users have posted in the comments there some SQL queries you can use to find all the comments left by surveys, such as

select p.pkey, i.reporter, ep.json_value from entity_property ep
join jiraissue i
on (i.id = ep.entity_id)
join project p
on (i.project = p.id)
where ep.property_key = 'service-request-feedback-comment'