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User Guide
What is
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Ovyka Satisfaction for JIRA ?
The OvSatisfaction Ovyka Satisfaction plugin for Atlassian JIRA provides a way for users to express their feeling about the resolution of their issues, and for project managers to have a feedback on their customers' satisfaction and its evolution through the lifetime of the project.
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There are two main aspects in OvSatisfaction plugin Ovyka Satisfaction for JIRA plugin :
- the user aspect;
- the project manager aspect.
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Customers are the people creating issues. The customer who raises an issue is called reporter of this issue in JIRA's vocabulary. Their issues are handled by other people (called agents) who analyse the issue, take the necessary actions to resolve it, and ultimately mark the issue as resolved (or closed). This is where OvSatisfaction kicks Ovyka Satisfaction kicks in.
Email notification
JIRA issue events trigger OvSatisfaction Ovyka Satisfaction:
- Issue Closed and Issue Resolved events trigger OvSatisfaction Email Ovyka Satisfaction Email notification
- Issue Reopen event trigger the feedback removal.
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When the reporter of an issue access the Satisfaction Survey for his/her issue, the survey is displayed as shown below (fields used in the survey are the fields which are currently active in the project configuration of the OvSatisfaction Ovyka Satisfaction plugin) :
The Satisfaction Survey is composed of two main parts :
- a header, containing a summary of the issue for which the survey is displayed, the current status and resolution of the issue, and the dates when the issue was created and resolved.
- a body, allowing the reporter to answer all of the fields active in project configuration of the OvSatisfaction Ovyka Satisfaction plugin.
- For rating fields, the user must choose a number of stars, from 1 to 5, to express his/her satisfaction level for the evaluation criteria;
- For comment fields, the user can type multiple lines of comment, to explain his/her rating;
- all fields are described by their name (on the left side), and their description (shown below the user input area).
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All fields of type Rating are mandatory. Fields of type Comment are not. |
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A survey can only be answered once. If a user tries to access the Satisfaction Survey twice for the same issue, the second access will show an error page, explaining that the survey for the current issue has already been answered, as shown below :
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The Satisfaction Survey can only be answered once. When the issue is reopened (reopened event triggered), the satisfaction survey of this issue is deleted (votes & satisfaction comments). When the issue is closed again, a new notification email will be sent to the issue reporter, who will be able to submit a new evaluation by filling the Satisfaction Survey for the new resolution of the issue.
Deleted and moved issues
Deleting an issue will automatically trigger the deletion of the satisfaction surveys answers for that issue. This is also the case for moved issues. Moving an issue to another project will change it's context, owner, satisfaction configuration, etc. For these reasons, survey answers for moved issues are also deleted.
For Project Managers
In the Browse Project page of projects they manage, project managers can get some useful information about the satisfaction of their users. They have access to :
- statistics showing the evolution though time of :
- the average rating for each active criteria for the project;
- the average response rate (users having answered the Satisfaction Survey for their closed issues vs users who did not answer yet);
- a filterable, sortable and paginated list of the evaluations submitted by the users about the resolution of their issues.
Statistics
If the OvSatisfaction plugin If Ovyka Satisfaction plugin is active for a project, clicking the OvSatisfaction clicking Ovyka Satisfaction link will show a page with two tabs. The first one is the Statistics tab. This tab shows two statistics.
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The Order By and Order sort options are exclusive. This means that you can only select one value in each of these drop downs. The filters drop down (Reporter and Agent) are not exclusive. You can choose to filter the evaluations by one ore more reporters. The same goes for the agents. As an example, the image below shows the evaluations filtered by two reporters and one agent.
JQL functions
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This is available since version 3.1.0 of the plugin, and function parameters are available since version 3.1.1. |
In the issue search screen, it is possible to search for issues having answered surveys or unanswered surveys. Functions are the following :
- To search for issues for which a survey was sent to the reporter but not answered yet : satisfactionUnansweredList()
- To search for issues for which a survey was sent to the reporter and which were answered : satisfactionAnsweredList()
These functions return a list of issues (so they must be used with the IN operator, as in issue IN satisfactionAnsweredList()),
With no parameter, these functions will search in all projects where the plugin is active. It is possible to add a paremeter (a project key) to filter results on one project only :
Contact
Should you have any questions about the OvSatisfaction Ovyka Satisfaction for JIRA plugin, or should you encounter any problem using the OvSatisfaction pluginit, feel free to contact us by dropping an email to this address : contact@ovyka.com