Hello,

Currently working on Jira Service, and I'd like to search for a specific reporter in the queues :

1. I would go in a global queue where all tickets are listed,
2. I'd have a search field where I'd enter a reporter's name
3. It would filter immediatly as it's done on Jira software and quick filters for example
4. I'd see if a reporter has open tickets

My use case is for agents that answer to user phone calls.

They want to check first if some ticket is already opened on their behalf.

• If yes, the user already has an opened ticket, they would go inside the ticket and specify more according to what the user on call is saying.
• If not, no ticket is existing on the issue, then they would create a new ticket with, if possible, automatic filling with the user's name as reporter

Thanks in advance, I can specify more if needed !

Created and linked JSDSERVER-6880 to ask for whatever's implemented on this context to be ported to the JSD REST API too.

Any updates on this? Does this include the ability to search for other fields you created and add them to filters in customer portal?

Title and description are a bit different. I'm a bit confused.

Voting for extending the fields list on Customer Portal and to implement the option to SELECT precisely in which fields to search between the searchable fields: 

• all fields or
• only Summary or
• any other field or combination of searchable fields

Hi Katarzyna,

how can we, as an admin create new filters for customers (apart from those already defined in My Request Extension -> Criteria?

Hello, It is very useful feature and looking forward to seeing it in the nearest future

Yes. it's a must.. 

As ideally customer can search for the existing ticket with the custom field

+1

Well, we're looking forward to it very much, it's a "must".

Hello,

While Atlassian can't do anything about this feature, we at Deviniti have dealt with it and added My Requests Extension to our Jira Service Desk app suite. It gives you, as an admin, the possibility to configure which fields can be displayed on My Requests page, which of them are visible as columns by default, and also define which user group can use a specific field. As an admin, you can also create new filters for customers. Then your customers can add, change and reorder the columns on My Request page and filter issues by specific Service Desks, Organizations, Request types and Statuses  (we'll add support for more fields/custom fields soon). Moreover, customers can also create their own filters and save them.

For more details, please refer to the app's documentation or drop a line at support@deviniti.com.