Surveys for Jira Service Management
Surveys for Jira Service Management
Breadcrumbs

How to schedule a survey trigger?

End-of-Life Notice: Surveys for Jira Service Management is no longer available on the Atlassian Marketplace and can no longer be purchased. The app will reach its official end-of-life on October 30, 2026.

Customers with an active subscription will retain full access to the app, including support and maintenance, through the end of their current paid subscription term. In some cases, this term extends beyond October 30, 2026. Access will remain available until the subscription term concludes, after which the app will no longer be operational for that account.

To ensure a smooth transition, we recommend exporting your survey data and evaluating alternative solutions ahead of your subscription end date. You can retrieve your survey responses via API, or export your CES, CSAT, and NPS reports using the Export All Scales feature.

If you have any questions regarding your subscription end date or the transition process, please contact our support team.

Background

To schedule surveys to be sent at a specific period of time. This automation is helpful for the following scenarios:

  • The ticket is closed outside of the user’s working hours. You want to send the survey when the user is active and working.

  • You are aware of when your users are not available on certain days of the week. You want to send the survey on specific days that the user can respond to the survey.

Answer

  1. In your project, select Project settings > Automation.

  2. Select Create rule to start creating the automation rule. 

  3. Select Scheduled. In this example, we set the following schedule:

    1. Run rule every: 1 week

    2. On: Monday to Friday

    3. At: 9:00 AM, Asia/Singapore

      SURVEYSC-scheduled-11072023.png

  4. Optionally, check the “Run a JQL search and execute actions for each issue in the query”. Read our How to use JQL condition to filter which issues/projects trigger a survey for selected closed tickets? for more details on JQL configuration.

  5. Click Save to confirm your schedule.

  6. Click Add component > THEN: Add an action > Send web request.

  7. Follow the steps in Alternative automation for Surveys for JSM from Step 4 onwards for the Send web request portion to complete the configuration.

  8. Name the automation and click Turn it on to activate the automation.