Step 4 — Distribute

Once active, you are guided through setting up a JSM Automation rule to send the survey link to employees when a ticket is resolved.

1. Head to Automation and create a new rule (or update an existing one) — use the Open Automation Configuration shortcut to get there directly.

2. Select the trigger. Choose Work item transitioned, and set it to the status that should enable the survey — typically Resolved.

   

   
   

3. Add the Pulse action.

   • Search for and select Pulse - Enable Survey.

   • Choose which survey to enable. Only Active or Scheduled surveys can be selected.

   • This action activates the survey on the request. Once enabled, an Answer survey button appears directly on the request.

     
     

     
     

4. Configure the customer notification.

   • Add a Comment on work item action, set its visibility to Share with customer, and check Prevent duplicates so the comment is only added once per request.

   • Write the message that will be sent to your customer. It should include a link to open the survey, using {{issue.url.customer}}?openSurvey=true. You can start from the Copy message template button and adjust the wording to match your tone.

   • Customers can also open the survey anytime via the Answer survey button on the request, so the link in the comment is a convenient shortcut, not the only way in.