End-of-Life Notice: Surveys for Jira Service Management will be discontinued on October 30, 2026. After this date, the app will be removed from the Atlassian Marketplace and will cease to function. To ensure a smooth transition, please export your survey data and explore alternative solutions before the sunset date.
You can retrieve your survey responses via API or export from CES, CSAT and NPS reports via the Export All Scales feature.
Background
You may not want to trigger a survey for every closed ticket. Using JQL, we can set up an automation that sends the survey to selected closed tickets.
Answer
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In your project, select Project settings > Automation.
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Select Create rule to start creating the automation rule.
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Select Issue transitioned, the "From Status" is blank while the "To Status" has the Done value. Click Save to continue.
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Next, click Add component > If: Add a condition > JQL Condition.
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For this example, we only want to filter closed tickets for a specific assignee, priority, and a list of request types.
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. Set the JQL as the following:
assignee = "John Doe" AND priority = High AND "Request Type" IN ("Reporting", "Recruiting", "Core HR") -
Add a second component, click Add component > THEN: Add an action > Send web request.
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Follow the steps in Alternative automation for Surveys for JSM from Step 4 onwards for the Send web request portion to complete the configuration.
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Name the automation and click Turn it on to activate the automation.
For more JQL references check out https://support.atlassian.com/jira-service-management-cloud/docs/jql-fields/.