Using Issue Collector Feedback form in Service desk customer notifications

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目的

If you have an issue collector configured and want to utilize that feedback form in the service desk customer notifications, you can achieve it by using the URL of the feedback form. This URL can then be used in any customer notification template based on your requirements. Alternatively, you can also use "Send Email" action in Service Desk Automation and add this URL in the content of the email which will be sent to the customers based on the condition you have specified.

ソリューション

To proceed with the implementation, the first thing you need to find out is your feedback form's URL. It has the format as :

https://[Jira URL]/rest/collectors/1.0/template/form/[collector-ID]

ここで:

  • [Jira URL] is your site URL. For example: yoursitename.atlassian.net
  • [collector-ID] is your Issue Collector ID. You can find this by opening your Issue collector and finding it in the URL, as shown below:


  • As you can see in the screenshot, in this example, the value is 11abc11a. You can locate yours by going to your Issue collector.

Once you have this URL, you can add it in the customer notification of your liking so that it is send across in that notification. To learn more about editing customer notifications, you can refer: Create and edit the content of customer notifications

You just have to add the URL of your issue collector feedback form in the notification like: 

To provide feedback, please click [here|https://yoursitename.atlassian.net/rest/collectors/1.0/template/form/11abc11a]

Alternatively, you can use Send Email action in Automation to send this feedback form to the customers. 

  1. Navigate to your project; go to Project settings > Automation.
  2. Click on Add Rule button.
  3. Click on Create a custom rule and then, Continue.
  4. Under When this happens click on +Add trigger and select the condition for which you want to send the feedback form.. Click on Add.
  5. If you want to add a condition, you can click on Add Condition and specify the condition based on your requirements.

Under Then do this, click on +Add action and select Send email. In To section, select Customers involved and/or Reporter. Add the content that you want to write in the mail. For example:

We would love to hear your feedback. 
To provide feedback, click [here|https://yoursitename.atlassian.net/rest/collectors/1.0/template/form/11abc11a] 

When choosing feedback template in Issue collector form, do not use "Custom" as it will appear as blank. We are already aware of this and are tracking it in our system:

  • JRACLOUD-65024 - Issue Collector shows a blank page when using custom issue collector form template



最終更新日 2020 年 8 月 31 日

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