Slack

Use Slack delivery when the reporter can receive a Slack direct message from Jira Automation.

Before you start

Complete Before you start first. You also need permission to create Jira Automation rules for the JSM space/project, and the Jira Automation Slack integration must be connected.

Open the Slack setup

1. Open AdaptiveSurvey.
2. Select the JSM project.
3. Select Configure.
4. Select Automation setup.
5. Select Slack.

Create the automation rule

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

Add these components in order.

You can adjust rule names, statuses, workspace choice, and message copy to match your process. Keep the required AdaptiveSurvey values shown in the tables exactly as written.

Add the trigger and sent-check condition

1. Add Work item transitioned.
2. Leave From status blank unless the survey should only send from a specific status.
3. Set To status to the resolved status used by your workflow.

Add a smart values 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

Copy the First value exactly:

{{issue.properties.kinline-adaptive-survey.sentAt}}

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.

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Set the survey-sent property

Add Set entity property before the Slack action.

Required before sending

Set this property before the Slack action. AdaptiveSurvey uses it to know that a survey was sent and to make the portal feedback panel available.

Field	Value
Entity type	Issue
Property key	kinline-adaptive-survey
Property value	{"sentAt": "{{now.format("yyyy-MM-dd'T'HH:mm:ss'Z'")}}"}

Copy the Property key exactly:

kinline-adaptive-survey

Copy the Property value exactly:

{"sentAt": "{{now.format("yyyy-MM-dd'T'HH:mm:ss'Z'")}}"}

The entity type, property key, and property value must match exactly. Other Jira Automation settings can follow your site preferences.

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Send the Slack message

Add Send direct message on Slack.

1. Select the Slack workspace.
2. Set To to {{issue.reporter.accountId}}.
3. Copy the Slack message from AdaptiveSurvey.

The To value must identify the reporter, usually {{issue.reporter.accountId}}. You can edit the message copy, but keep {{issue.url.customer}} so reporters can open the request and submit feedback.

Copy the reporter value exactly:

{{issue.reporter.accountId}}

If you write your own message, keep this smart value somewhere in it:

{{issue.url.customer}}

Default Slack message:

How did we do? Share your feedback: {{issue.url.customer}}

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Save and enable the rule

1. Name the rule, for example Send feedback via Slack on resolve.
2. Save the rule.
3. Turn the rule on.

AdaptiveSurvey starts sending Slack surveys when the rule conditions match.

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