Email

Use Email delivery when reporters should receive the feedback survey after a work item/issue is resolved.

Before you start

Complete Before you start first. You also need permission to create Jira Automation rules for the JSM space/project.

Open the Email setup

1. Open AdaptiveSurvey.
2. In the top right corner, select Configure.
3. In the Automation setup tab, select Email.

Open Email wording to review the customer-facing Email content. Update the sender name, subject, message, button text, or accent color if needed.

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Existing automation rules

Changing Email wording in AdaptiveSurvey only updates the content that is prefilled for new setup. If the Jira Automation rule already exists, update the Send customized email action content in that rule as well.

Create the automation rule

In Jira, go to Space settings -> Request management -> Automation -> Create flow.

Add these components in order.

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You can adjust rule names, statuses, sender details, subject text, and Email content to match your process. Keep the required AdaptiveSurvey values shown in the tables exactly as written.

Trigger: Work item transitioned

This starts the automation flow when a work item moves to the resolved status used by your workflow. Leave From status blank unless the survey should only send from a specific status. Set To status to the resolved or closed status that should send the survey. Use a status from the Done status category, shown in green in Jira.

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Condition: {{smart values}}

Add this condition so the survey is only sent once. Without it, the same customer can receive another survey if the work item/issue is resolved again.

Field	Value
First value	{{issue.properties.kinline-adaptive-survey.sentAt}}
Condition	equals
Second value	Empty

You can add more conditions if your process needs them. Do not change this sent-check condition unless you want surveys to be sent again when the same work item/issue is resolved more than once.

Action: Set entity property

Add Set entity property before the Email action.

This stores AdaptiveSurvey data on the work item/issue before the Email is sent. AdaptiveSurvey uses sentAt to know the survey was sent and formType to show the selected survey form in the customer portal.

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Field	Value
Entity type	Issue
Property key	kinline-adaptive-survey
Property value	Choose and copy one property value based on the form you want this rule to send.

Action: Send customized email

Add Send customized email after the entity property action. This sends the survey message to the reporter when the automation flow reaches this step.

In the Settings tab, give Email the name you want and keep Recipient(s) set to Reporter. Copy the subject from AdaptiveSurvey, and copy the From name if you use one.

You can change sender, reply-to, subject, and optional Email settings to match your organization.

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In the Content tab, set Content format to HTML, leave Convert line breaks to HTML line breaks checked, and copy the Email content from AdaptiveSurvey.

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Using your own HTML

You can use your own HTML if you prefer. The required part is the customer portal link smart value: {{issue.url.customer}}. Without it, the customer will not have a link to open the request and submit feedback.

Save and enable the rule

Name the rule, for example AdaptiveSurvey: Send Question ratings form via Email on resolve, then save and turn it on. AdaptiveSurvey starts sending Email surveys when the rule conditions match.

To understand what customers see after opening the link, continue to Customer survey.