Hi Ming,
I understand that you're looking to be able to find the CSAT (customer satisfaction rating) in a Jira Service Desk project from a historical data perspective. Since this feature let's customers submit their ratings multiple times, it is possible for the customer to change their rating.
Unfortunately, Jira is not storing/keeping their previous rating values. If you take a look at the SQL database tables about this feature,
select id, cfname, description from customfield where cfname like '%Satisfaction%'; -- finds custom fields
select * from customfieldvalue where CUSTOMFIELD=(select id from customfield where cfname like 'Satisfaction'); -- contains the actual rating
select * from customfieldvalue where CUSTOMFIELD=(select id from customfield where cfname like 'Satisfaction date'); -- contains all the date/times when a rating was provided
you can see that the date/time values are tracked and there can be multiple ratings for a single request. But Jira's database is only storing a single rating entry per request. And since this is a custom field value is not shown in the changelog or issue history directly, there is no current way to be able to see what the previous ratings were for a request.
I can certainly see why this would be information you would want to see. So I created a feature request for this in JSDSERVER-6827. Sorry there is not a way to see these historical values for CSAT within Jira.
Perhaps if you had a database backup of Jira from before the change, and after the initial CSAT rating was provided, you might be able to use a SQL query from above to find that rating in the database backup. But that is potentially a lot of work to recover a single value from that backup.
Regards,
Andy
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