Customer Portal search takes into account request descriptions already and therefore closing this ticket.

A separate keywords field would be great!  The field doesn't have to be visible to the customer, they just need to be able to search on it.

I don't want to add into the description for every thing they might use a particular form for (we have a miscellaneous form that would have far too many possible search terms).  

I have used Service Catalogs in the past that have a keyword field and it helps so much.

Thank you for sharing this feedback. We have evaluated this request and have decided to not pursue this in the near future. We will continue to monitor the feedback on this ticket and re-evaluate in future. 

• Sushant Koshy, Product Manager, JSM

quite confusing for customers. +1

My two cent regarding that issue:

"When typing a new ticket title it is possible to configure JSD so that there will be displayed know how from confluence.

But what is about displaying in addition actual tickets regarding the same term?

So if the customer types "network" the portal offers him the "network know-how" from confluence and in addition the ticket id`s and headlines of the current open tickets to network issues.

So he may not open a new request because he found out what went wrong by know-how transfer or regarding the issue that this incident term is already addressed..."

Additional hint: After configuring Confluence based know-how articles they appeared when typing keywords in the customer portal search-string field. But the portal was no more able to display the ticket-types as it did before...

I think allowing customers to get access to the information too much would harm the Service Desk team. What if customers explore information unethically? There will be a huge risk at stake.

My organisation doesn't use Confluence and we only have three request types on the portal.

So the current search is pretty redundant...and yet is the most prominent feature on the portal.

A massive up-vote from me to make search useful to our clients.

Hi Rodrigo. Can you tell me exactly how the Customer Portal searching works? Does it searches only on the issue's summary?

An exact JQL expression would be the best specification. I suppose it's something like this:

• All requests = (reporter = currentUser() OR "Request participants" = currentUser()) AND summary ~ "text"
• Open requests = (reporter = currentUser() OR "Request participants" = currentUser()) AND resolution IS EMPTY AND summary ~ "text"
• Closed requests = (reporter = currentUser() OR "Request participants" = currentUser()) AND resolution IS NOT EMPTY AND summary ~ "text"

Is that right?