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
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/.