Logic for NPS requests (Customer Insights, WheelQ, Indicate.ME)

When sending NPS requests, Puzzel Case Management created a scheduled job after a ticket resolution to trigger aN NPS send. If the ticket is re-opened and re-resolved during the NPS delay window, we do not delete the original scheduled job from running at its original date/time

Please find below the relevant criteria: 

Given: A ticket is resolved for the first time
When: There is an NPS integration with a delayed time 
Then: A NPS request job should be created

Given: A ticket is resolved for the first time
And: There is an NPS integration with a delayed time 
When : Ticket was re-opened after a reply within the scheduled time of NPS
Then: A NPS request job should be as is while the ticket is open or resolved within the scheduled time.

Given: A ticket is resolved for the first time
And: There is an NPS integration with a delayed time
When : Ticket was re-opened after a reply within the scheduled time of NPS
And : Ticket was resolved for the second time within the scheduled time of NPS
Then: A NPS request job should be as is.

Given: A ticket is resolved for the first time
And: There is an NPS integration with a delayed time
When : Ticket was re-opened after a reply within the scheduled time of NPS
And : Ticket was resolved for the second time beyond the scheduled time of NPS
Then: A NPS request should be rescheduled to complete at (last known resolve time + NPS configured delay time)

Given: A ticket is resolved for the first time
And: There is an NPS integration with a delayed time
When : Ticket was re-opened after a reply beyond the scheduled time of NPS
And : Ticket was resolved for the second time beyond the scheduled time of NPS
Then: No further NPS request should be scheduled. (as one has already been sent for this ticket)

Published

18/10/2023 - 14:13

Last updated

19/10/2023 - 09:39
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