Consulting | Riada Apps | 7 MIN READ

Add Customer Satisfaction Surveys to JIRA Issues

Introduction

In this blog-post I will present a solution for sending out a customer survey on JIRA issues.

About 6 months ago I received a request from the IT Service & Support team at Klarna. They wanted a way of measuring the customer satisfaction on the work they carry out to all employees. We created an example with a set of questions in Google Forms. Then we just needed a way of getting some sort of relation between the JIRA request and the form. So we hard-coded a URL to the form, populating a text field with the JIRA key and summary. Notification Assistant for JIRA (NAFJ) made it quite easy to achieve this with the functionality sending these notifications out based on a JQL, with customized email templates. I have, at the time of writing, implemented this for IT Service & Support, Human Resources, and Analytics & Planning.

Configuration

What you need in order to proceed with this solution is...

1. Google Forms

Start with creating a google form with a "long answer" field. Leave the Answer blank then hit Send. Look at the completed form and right click in the answer field - Inspect Element (Firefox) or Inspect (Chrome). This is a debugger that will let you find out what the field ID is.

Screen Shot 2016-09-23 at 09.58.40

What we're looking for here is the name="entry.<number>". This is the field reference and we will use it in order to hard code the value.

Lets set this example up with the JIRA Issue Key and Summary. According to the NAFJ documentation these are written ${key} and ${summary}. The plus sign (plus) translates to a space in the "answer" field (HTML).

?entry.1309559095=${key}+${summary}

Original
https: //docs.google.com/a/klarna.com/forms/d/1KLjkN0zerIGmBCers3k2V7-acCS8F_YPJq619kTqFUI/viewform?
 
Fixed
https: //docs.google.com/a/klarna.com/forms/d/1KLjkN0zerIGmBCers3k2V7-acCS8F_YPJq619kTqFUI/viewform?entry.152507966=${key}+${summary}

 

2. Notification Assistant: Template

Email Template

When the link is completed you can head over to NAFJ in JIRA and create your template. In the email message we can use the "Insert/edit link" function.

  • Email template name this is what we'll use in Step 3
  • Email subject in other words, the email header that you'll see in your inbox.
    Screen Shot 2016-09-23 at 10.10.20Screen Shot 2016-09-23 at 10.10.55

 

3. Notification Assistant: Notification

JQL

Example
project = ITHD and issuetype = "Service Request" and "IT Support Component/s" not in (Onboarding, Offboarding, "Org Change" , "User Shutdown" , "User Change" , "Access Request" )

Threshold

This is a limiter that will determine how many times this notification is triggered. Let's only send this out once per issue.

Trigger configuration

There's a few things that we need to check before we can chose an Event Type. Since we want this notification to go out to the reporter when the issue is resolved, we need to make sure that the workflow transition have the post-function "Fire a Issue Resolved event that can be processed by the listeners.". Or if you'd like to send the notification on any other event, then make sure the event is configured.

Screen Shot 2016-09-23 at 10.13.25

 

4. The Survey

I went to the ITHD project and created a Service Request. Shortly thereafter I received this email.

Screen Shot 2016-09-23 at 09.57.27

 

So I followed the link and started to fill out the form...

Screen Shot 2016-09-23 at 10.15.08

 

 

Exporting the results to Confluence

 

There's a few different ways of working with responses...

  • Get email notification for new responses
  • Select response destination
  • Download responses (.csv)
  • Print all responses

What you need in order to proceed with this solution is...

  • Confluence
  • iFrame macro
  1. In the Responses tab you can click the three vertical dots, chose Select response destination. Then create a new or select an existing spreadsheet.
  2. Use the Insert Chart... option and define the output. Click the Publish chart... and publish the chart in order to receive a URL.
    Screen Shot 2016-09-21 at 16.03.35
     
  3. Go to Confluence and import the macro iFrame. Paste the URL from the published chart. It can look something like this...
    Screen Shot 2016-09-01 at 13.38.34(1)(1)
 

 

Benefits

Measuring the satisfaction on a service can help you understand the needs that users have. With a survey like this it's easy to benchmark and compare trends within your company. It's also a way of showing the users that you care about the level of service you provide them.

...and if your service is top class (like the IT Support & Services at Klarna) then your team might receive this stuff...
Screen Shot 2016-09-23 at 07.46.59Screen Shot 2016-09-23 at 07.48.11

 

If you have any questions about the solution then please feel free to add a comment below and we'll help you out.

Originally published Sep 28, 2016 1:33:03 AM