Responding to a survey

Once your automation rule is in place, here is what happens from the employee's perspective when a ticket is resolved (or whatever trigger you defined).

How the survey reaches the employee

When a work item transitions to Resolved (or any other trigger), the automation rule publishes a comment directly on the ticket, visible to the customer. The comment includes a friendly message and a unique survey link tied to that specific work item.

Taking the survey

Clicking the survey link opens the survey in a separate browser tab. The survey can be completed by:

The reporter of the request
Any request participants on the work item

A few important rules apply:

The survey can only be taken once per work item — once a response has been submitted, the link cannot be used again and the survey cannot be resubmitted.
Surveys can only be accessed from JSM customer requests — the respondent must be logged in with a licensed Jira account. Unlicensed customers and anonymous access are not supported.

ℹ️ If an employee tries to access the survey link without a licensed Jira account, they will not be able to view it. Make sure your survey is targeted at users who have the appropriate access.

Error messages

When opening a survey link, you may encounter one of the following error messages:

Error message	Cause	Explanation
"Access denied: You are not authorized to answer this survey."	The logged-in user is neither the reporter nor a request participant on the work item.	Only the reporter and request participants of the original JSM request are allowed to respond to the survey. If you believe you should have access, check with the person who raised the request to be added as a participant.
"Access denied: This survey is not currently accepting responses."	The survey is scheduled but the start date has not been reached yet, or the survey has expired.	The survey is outside its active response period — either it hasn't started yet or it has already ended. Responses are only accepted during the configured survey period. If you're unsure which case applies, check with your service desk administrator.
"An error has occurred in loading this app"	The logged-in user does not have a Jira licence associated with their account.	The survey app can only load for users who are recognised as licensed Jira users in the site. If the person opening the survey link is logged in as a customer-only or unlicensed account, Jira cannot initialise the app context required to display the survey. Ask a site administrator to assign the user an appropriate Jira licence, or have the survey completed by an eligible licensed user who is the reporter or a request participant on the work item.