Customer Satisfaction: No survey email is received after ticket resolution

[tyamaguchi]

Hi, 

I have an issue that no survey email is received by a ticket reporter after his/her ticket is moved to a status that sets Resolution to Done. I am unable to find any setup issue:

• https://MyOrg-app.atlassian.net/jira/servicedesk/projects/XYZ/settings/feedback-settings/ -> "Collect satisfaction (CSAT) feedback" is enabled
• Updated a ticket under the same project to Status Resolved (so Resolution is updated to Done) -> no survey email is received by the Reporter
• Trying closing the ticket -> no email
• Confirmed that notification email as per "Customer notifications" project setup is triggered, i.e. Public comment addition is notified

Do note however, I am still testing it within my Org's internal JIRA users (so the reporter is my own Org's) using a test JIRA project, before enabling the survey for external customers in the live project.

Please advise how to troubleshoot.

[Alex Koxaras _Relational_ · Accepted solution]

Hi @tyamaguchi 

You have to check your workflow that it fires the proper event. If you have a workflow and a transition to which you set the resolution, if the event fired is e.g. "Generic" then the listener will not know that the issue was resolved. Can you confirm that the event fired during the Resolve transition is the "Issue Resolved" event?

[Dam]

Yes if the proper event is sent then the email should be sent as well ;) 

Dam. 

[tyamaguchi]

Hi @Alex Koxaras _Relational_

That answers. I can now apply the Issue Resolved event to the Transition of status I need for. Thanks!

[Alex Koxaras _Relational_]

@tyamaguchi kindly mark my answer as accepted in order to help others. Thank you!