This section describes the example of creating detailed feedback with Actions for JSM.
As we know, feedback is valuable information that will be used to make progress in our business. Effective and detailed feedback benefits the giver, the receiver, and the whole organization. The 5-star question survey is one of the most well-known methods for receiving customer feedback. It helps to understand customer expectations, but we don’t get as much information as we need.
Actions for Jira Service Management app allows the creation of different custom fields with questions we want to ask users. Later, we can use the responses to these questions to improve the quality of services.
Warning
Before you start, log in as a user with the Jira Administrators global permissions.
Creating a Feedback transition
Steps
To set configuration:
Choose Projects at the top of the screen.
Choose the service project you want to configure.
From the service project sidebar, select Project settings > Workflows.
Choose the workflow you want to edit and click the Pen icon. The Jira Service Management workflows view
Go to the Diagram section.
Click Add transition to create a new transition. Adding a transition to the workflow with Actions for Jira Service Management
The Add Transition box appears.
Set the transition from Any status to Itself.
Click Add. Configuring the transition with Actions for Jira Service Management
Once you are finished, click Publish. The dialog allows you to publish your draft and, optionally, save your original workflow as an inactive backup. Publishing the added transition configuration with Actions for Jira Service ManagementPublishing the added transition configuration with Actions for Jira Service Management
Result
A new configuration is added.
Adding a Feedback transition
Steps
To set configuration:
Go to Jira Administration > Manage apps.
Select Workflow Actions from the menu in the Actions for JSM section.
Go to Add or Edit transition and fill out the information.
Click Add. Setting up transition configuration with Actions for Jira Service Management
Go to the proper request detail view.
The More actions section is on the right side. Jira Service Management customer satisfaction survey in the request details view
Click the Feedback action.
The Feedback dialog box appears.
Fill in a form and click Feedback. Writing a feedback with Jira Service Management customer satisfaction survey
Result
A feedback is sent successfully.
Note
You can copy a URL link to the Feedback action which appears on the Customer portal, and share the link in Jira with other users.
To share the Feedback action in a particular Issue, paste the URL link in the Comments section. The link will immediately redirect users to the Feedback form.
Setting up transition configuration with Actions for Jira Service Management
If you can’t find the answer you need in our documentation, raise
a support request.
Include as much information as possible to help our support team resolve your issue faster.
