Jira Service Management Satisfaction Survey Stars generated automatically with Low rating

[Panagiotis Annis]

Hello Community,

In the last couple of months, we are facing a very annoying and misleading in terms of reporting issue in our Jira Instance. 

In one of our service desk projects when the issue is resolved the satisfaction survey automatically generate 1 or 2 stars for users only from a specific organization. 

In the history tab we see multiple records for "satisfaction date". as you can see in the screenshot attached. 

Customers do not reply on the satisfaction survey, this is happening automatically.

We didn't made any change on our existing add-ons and we've already contacted one by one all the vendors and investigated the issue with no luck. We have installed the MiniOrange Add-on for 2FA purposes but this issue appeared before we install it. Also, the Atlassian Support could not provide any feedback except that this may be caused by an add-on.

This issue is happening only in one of our service management projects (we have 5 in total) and only for users in a specific organization. 

In the Logs I see the following warning,

"More than one value stored for custom field id 'customfield"

Any ideas what could cause this issue?

Thank you!

[Roberto Martignano]

Hello @Panagiotis Annis !

Did you find out what the problem was?

This is exactly was is happening to us too.

Thank you!

Roberto

[Panagiotis Annis]

Hello @Roberto Martignano ,

Unfortunately, we didn't find a solution to this yet.

Soon we will upgrade to a supported version and we will see if that fix the issue.

Panagiotis

[Roberto Martignano]

Hello @Panagiotis Annis ,

thanks for the quick answer!

Are you using any workaround to limit this?

I've just raised a ticket to Atlassian, I'll let you know if I have some news.

Thank you!

Roberto

[Panagiotis Annis]

You're welcome @Roberto Martignano 

We don't have a workaround, this is happening only for a specific organization and the users are not many.

We've tried a lot to reproduce the issue,

• Reproducing the issue in a test environment
• Ran the environment in safe mode without plugins enabled
• Updated our plugins 
• Checked the network configuration & VPN Connections in both sites
• Contacted all vendors one by one and tried to find a solution

Up until now, no solution provided or found.

I hope Atlassian can give you a clue on this.

Best Regards,

Panagiotis

[Mike Low]

@Roberto Martignano what was the ticket number you raised for this? We're also experiencing the same issue and would like to track any Atlassian progress on it.

Thanks

Mike

[Roberto Martignano]

Hello @Mike Low !

The ticket with Atlassian has been inconclusive.

A long thread about SQL Queries to find out Customer details, email duplicates, etc... but nothing helpful.

At the end we resolved using a JMWE post-function and cleaning up the Satisfaction on closure transition when there was a specific Organizations set in the ticket.

I hope this may help.

Roberto

[Mike Low]

Thanks @Roberto Martignano .

Also just saw a new post on https://community.atlassian.com/t5/Jira-Service-Management/Customer-continually-sends-1-star-ratings-potential-systems/qaq-p/1497901?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_answer&utm_content=topic which outlines how the bug might be caused by email anti virus.

Mike

[Iryna Ihnatiuk]

Hi @Panagiotis Annis ,

Unfortunately, I can't help you with the Satisfaction Survey. Perhaps you would be interested in taking a look at our Surveys for Jira app. 

Surveys for Jira is the most versatile survey app on the market - personalize, brand your surveys, define any custom questions, trigger points, apply filters, etc. It enables you to analyze aggregated survey data in Reports and Dashboard. The app works for Jira Software and Jira Service Desk thus enabling you to leverage both internal surveys for company employees and external ones for your customers.

Feel free to reach out support team if you need further information.