Configuring the survey workflow


Automation will only work on issues

  • Which are on JSM cloud instances
  • Which have a valid request type. (If agents use "Create issue" in the browse project view, the issue type may need to be set manually for the automation to work)

Survey workflow configuration steps

  1. Install the app on JSM Cloud, as described on the installation page.
  2. Open your Jira server's Manage Apps  window and click on  Get started  under  Surveys for JSM  in the left-hand menu. Alternatively, you can also click on the  Get started  button in the  Surveys for JSM  window.

  3. In the Get started window, copy the automation URL from the Trigger section. This URL will be used in the automation step later in the configuration.

  4. Exit the survey settings and navigate to your JSM project's administration area (the Project settings page). You can now create an automation rule to trigger the survey. Click on Automations in the sidebar, and in the Automation window, click on Create rule.

  5. In the New trigger section, select a suitable trigger for your workflow. For this example, we are using Issue transitioned to Status: DONE. Click Save to continue.

  6. In the Add component section, click on New action. In the New action section, click on Send web request.

  7. Under the Send web request section, paste the URL from the Get started window into Web request URL. Under Web request body, choose Issue data from the dropdown. Then click Save to continue. 

  8. Provide a suitable name for the automation rule then click Turn it on.

  9. Now that the survey automation is done, you can add your survey questions. Return to JSM project's administration area (the Project settings page) and click on Survey settings in the sidebar (you may need to scroll down).

  10. In the Survey Settings window, enable/disable feedback questions that you require. In the example below, the NPS (Net Promoter Score), CES (Customer Effort Score) and the Collect Comment (open comment) questions are enabled. 

  11. While still in Survey Settings, enable the language that your survey uses, then click on the language.

  12. Under Automated issue reply, you can add the automated comment with markdown which links to the survey. A default comment has already been added, and you can change it if needed.

    This is an example of the automated comment displayed to users:

  13. Now you can add the survey questions and the scale descriptions for the left and right side, e.g. "Not recommended" and "Very highly recommended".

    If you had disabled any of the questions in Survey Settings, a warning symbol (warning) will be shown next to the question. You can still add or edit the question, but it will not be shown to users unless you enable it in Survey Settings.
  14. In the right-hand menu, you can also make changes to the Submit button label, Icon and Survey Title. The defaults are "Submit", "thumbs up icon", and "Satisfaction Survey" respectively. 

  15. Click on Preview Survey to preview it.

  16. The survey has been created and its automation has been turned on, so you can test it by resolving a JSM ticket. Users or customers should see a comment with a link to fill out the survey.