Content Comparison

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Once the plugin is installed, you'll see Ovyka Satisfaction in the User-installed add-ons list.

Workflow Requirements

By default, Ovyka Satisfaction for JIRA sends the satisfaction mail when a workflow transition triggers a "resolved" event or "closed" event.

Since version 1.6.0 you can choose to change this behaviour with the global configuration, see Notificationtriggerselection

If you use event based notification triggers

Please make sure to fix your workflow if you only use "generic events" in transitions, which are the default event for new transitions when creating workflows in JIRA.

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• Edit the relevant workflow (for the projects/issue types you wish to cover with Satisfaction surveys)
• Edit the last transition postfunctions. The last transition is usually going the one going to "Resolved" or "Closed", or whatever your final statuses are
• Edit the "generic event" postfunction, replace it with a "issue resolved" event (or "closed issue" event)
• save / publish your workflow
• finish activating / configuring the global & project configuration for Satisfaction for JIRA

Global Administration

In the administration area, in the left menu bar, you'll find a new section called Ovyka Satisfaction containing two links : Configuration and Email Template. Clicking the Configuration link will open the administration page for Ovyka Satisfaction plugin.

Ovyka Satisfaction plugin administration allows you to configure :

• the maximum evaluation value (5 or 10 stars);
• the global satisfaction survey fields available for projects.

Maximum evaluation value

To select between 5 or 10 stars as a maximum evaluation value, just select one of the radio buttons (default is 5). The modification is persisted immediatly, and a message informs you that your choice has been saved.

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Minimum evaluation value and value display

Since version 1.3.4, it is possible to allow users to vote 0 star (instead of a minimum value of 1). This 0-based evaluation can be allowed by checking the miminum rating option reading 'Allow zero evaluations'.

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The numeric value checkbox, reading 'Display numeric value', allows to display the value of each rating star in the satisfaction form, instead of only displaying stars. Here are two screenshots, showing the difference with the numeric value display turned off and on.

Numeric value display : OFF	Numeric value display : ON
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Allow JIRA decoration

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The Survey Decoration option allows to choose wether the JIRA header (navigation bar with menus) and footer must be displayed on the satisfaction survey page presented to your customers.

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Here are two screenshots, showing the difference with the decoration allowed or not.

Allow JIRA decoration : ON	Allow JIRA decoration : OFF
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• JIRA$

For finer control, you can also add post function based notification triggers

Step by step instructions :

• Edit the relevant workflow (for the projects/issue types you wish to cover with Satisfaction surveys)
• Select the post-functions tab, and click the Add post function link.
• Add the Satisfaction Survey Sending Post Function to the transition in which you want to send the notification :
  Image Added
• Click the Add button, and don't forget to publish the workflow for the changes to be taken into account.

 Please note the Satisfaction Survey Sending Post Function can also work in parallel to event based notification triggers.

Here is the transition post functions with Satisfaction post function added.

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Survey resending

Please note that the survey will be resent to the reporter if another resolved/closed event or postfunction is triggered and the reporter hasn't answered yet.

 Example use case: You can use this to make sure that the reporter receives another notifications when "closing" the ticket 7 days after it has been "resolved".

Global Administration

In the administration area, in the left menu bar, you'll find a new section called Ovyka Satisfaction containing two links : Configuration and Email Template. Clicking the Configuration link will open the administration page for Ovyka Satisfaction plugin.

Ovyka Satisfaction plugin administration allows you to configure :

• the maximum evaluation value (5 or 10 stars);
• the global satisfaction survey fields available for projects.

Maximum evaluation value

To select between 5 or 10 stars as a maximum evaluation value, just select one of the radio buttons (default is 5). The modification is persisted immediatly, and a message informs you that your choice has been saved.

Image Added

Minimum evaluation value and value display

Since version 1.3.4, it is possible to allow users to vote 0 star (instead of a minimum value of 1). This 0-based evaluation can be allowed by checking the miminum rating option reading 'Allow zero evaluations'.

Image Added

The numeric value checkbox, reading 'Display numeric value', allows to display the value of each rating star in the satisfaction form, instead of only displaying stars. Here are two screenshots, showing the difference with the numeric value display turned off and on.

Numeric value display : OFF	Numeric value display : ON
Image Added	Image Added

Allow JIRA decoration

The Survey Decoration option allows to choose wether the JIRA header (navigation bar with menus) and footer must be displayed on the satisfaction survey page presented to your customers.

Image Added

Here are two screenshots, showing the difference with the decoration allowed or not.

Allow JIRA decoration : ON	Allow JIRA decoration : OFF
Image Added	Image Added

Notification trigger selection

The default behaviour of Ovyka Satisfaction for JIRA is to send notification when a specific issue event (Resolved or Closed) is fired. You can choose to also add a post-function, or to only use post functions and completely disable issue events handling in the plugin. To do this, choose the notigcation trigger(s) you prefer in the global administration page, as shown below :

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JQL Context

For finer control of which tickets need a satisfaction form to be sent, you can configure a JQL query.

 Here are a few example use cases :

• only send the survey to reporters who are external customers:

  Code Block
  reporter in membersof("external customer group")

• only for specific issue types:  e.g. if you want satisfaction surveys for bug resolution only
  
  

  Code Block
  issuetype = "Bug"

• only for specific components, custom field values, etc.

To configure JQL context, go into global administration page for Ovyka Satisfaction for JIRA and update the JQL query int the JQL context section, as shown below :

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Survey fields

The plugin comes with 4 preconfigured fields :

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Clicking this button will open a help screen, showing the placeholders that you can use in your templates, as shown on the screenshot below :

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Among the available placeholders are :

• [summary]
  • Replaced by the issue summary
• [description]
  
  • Replaced by the issue description
• [last-comment]
  
  • Replaced by the last issue comment
• [custom-field-XXX]
  
  • Replaced by the value of the custom field identified by its id (XXX must be replaced by the custom field value) in the processed issue.
  • If the field contains a date, the default format will be used : yyyy-MM-dd HH:mm:ss
• [survey.link]
  
  • Adds url of the Satisfaction survey, to be added in a link href, for example.
• [custom-field-XXX|yyyy-MM-dd HH:mm:ss]Same placeholder as above, but with a date/time format. If the custom field contains a date, it will be displayed using the provided formatHH:mm:ss]
  • Same placeholder as above, but with a date/time format. If the custom field contains a date, it will be displayed using the provided format.
• [issue-link]
  
  • Allows to insert a link to target issue in generated email. The generated link will depend on the project kind (regular JIRA project or JSD project). For JIRA projects, it will generate a regular link (eg. https://my.jira.com/browse/EX-001), but for JSD projects, it will generate a customer portal link (eg. https://my.jira.com/servicedesk/customer/portal/1/EX-001).
• [issue.XXX]
  • Allows to include any issue field value. XXX must be replaced by the name of the field to extract. For example, to extract the issue creation date, the placeholder must be : [issue.created]
  • If the field contains a date, the default format will be used : yyyy-MM-dd HH:mm:ss
  • Available issue fields :
    • reporter : the issue reporter
    • assignee : the issue assignee
    • reporterId : the reporter username
    • assigneeId : the assignee username
    • created : the issue creation date
    • updated : the issue update date
    • resolution : the issue resolution status
    • status : the issue workflow status
    • priority : the issue priority
    • issueType : the issue type
    • votes : the number of votes of this issue
    • watches : the number of watchers for this issue
    • resolutionDate : the issue resolution date
    • dueDate : the issue due date
    • summary : the issue summary
    • description : the issue description
    • key : the issue key (for example DEMO-1)
    • affectedVersion : the list of affected version for this issue
    • fixVersions : the list of fix versions for this issue
• [issue.XXX|yyyy-MM-dd HH:mm:ss]
  
  • Same placeholder as above, but with a date/time format. If the issue field contains a date, it will be displayed using the provided format.

Project Administration

To administrate Ovyka Satisfaction plugin for a specific project, first go to the Browse Project page for the project you want to configure (top menu > Projects > your-project-key ), then clink on the Administration link. This will open the main project administration page, showing panels for administration sections. You'll see a new panel, dedicated to Ovyka Satisfaction, looking like this :

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This panel shows the current activation status of the plugin for the project (Active or Inactive), and provides a link to plugin configuration for the project. This link is also available in the left menu bar, and is called Ovyka Satisfaction.

Click on either link, and you'll access the plugin configuration page for your project.

• • • issue
    • resolutionDate : the issue resolution date
    • dueDate : the issue due date
    • summary : the issue summary
    • description : the issue description
    • key : the issue key (for example DEMO-1)
    • affectedVersion : the list of affected version for this issue
    • fixVersions : the list of fix versions for this issue
• [issue.XXX|yyyy-MM-dd HH:mm:ss]
  
  • Same placeholder as above, but with a date/time format. If the issue field contains a date, it will be displayed using the provided format.

Project Administration

To administrate Ovyka Satisfaction plugin for a specific project, first go to the Browse Project page for the project you want to configure (top menu > Projects > your-project-key ), then clink on the Administration link. This will open the main project administration page, showing panels for administration sections. You'll see a new panel, dedicated to Ovyka Satisfaction, looking like this :

Image Added

This panel shows the current activation status of the plugin for the project (Active or Inactive), and provides a link to plugin configuration for the project. This link is also available in the left menu bar, and is called Ovyka Satisfaction.

Click on either link, and you'll access the plugin configuration page for your project.

JIRA Service Desk satisfaction deactivation

If your project is a JSD project, and you're using recent version of JIRA Service Desk, a customer satisfaction feature is provided, and your customers will receive two satisfaction surveys notifications - one for JIRA Service Desk, and one for Ovyka Satisfaction for Jira. You should disable JIRA Service Desk satisfaction surveys to make sure that only Ovyka Satisfaction for JIRA surveys notifications are sent to your customers. To do this, go to your project administration, select Satisfaction settings, and disable "Collect customer satisfaction feedback". See screenshot below for the target configuration.

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Plugin Activation

When the plugin is not activated for a project, this page only contains one tab, showing the activation status, and a button to activate/deactivate the plugin for the project. It will look like this :

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http://<jira_base_url>/rest/satisfaction/1.0/project/evaluations/all/<project_id>

Or to export the evaluations data as CSV, here is the URL to call :

http://<jira_base_url>/rest/satisfaction/1.0/project/evaluations/csv/<project_id>

Here is an example call and the response (here there is only one evaluation :

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