Before you start

Complete these checks before you turn on a Jira Automation rule that sends AdaptiveSurvey links to customers.

Confirm project setup

1. Open AdaptiveSurvey.
2. Select the JSM project.
3. Confirm the project analytics page opens.
4. Select Configure.
5. Review Analytics and Survey form.

Do not continue until the survey target, score ranges, Lost Time settings, experience indicators, and survey wording are ready for customers.

Disable the built-in JSM satisfaction survey

Avoid duplicate surveys

Turn off the default Jira Service Management satisfaction survey so customers do not receive two feedback requests for the same work item/issue.

1. Open the Jira Service Management space/project.
2. Go to Space settings.
3. Open Request management.
4. Open Customer satisfaction.
5. Turn off the built-in satisfaction survey.

Choose Email or Slack

Open AdaptiveSurvey, select Configure, then select Automation setup and choose how customers should receive the survey.

• Use Email when customers should receive the survey from Jira Automation.
• Use Slack when your Jira Automation Slack integration is configured and the reporter can receive a direct message.

What comes next

Continue with Email or Slack.