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Suggestion
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Resolution: Unresolved
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None
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20
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4
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Statement
Currently, the Customer Portal searching feature does not allow users to search for text contained on the issue description. It could be useful to allow a similar searching such as the text ~ JQL command.
- is incorporated by
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- Gathering Interest
- relates to
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- Closed
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[JSDSERVER-3713] Allow searching for the ticket's description on the Customer Portal Search
Seeing this being under investigation for so long does make you wonder if it will help.
Does voting on these issues even matter? I've never seen any results after voting.
Searching the Description and Comments from the Customer Portal is an important gap that needs to be resolved. The issue summary by definition contains limited details on an issue. A narrow search on only the summary field is not useful when searching for resolutions to problems that are always documented through the issue comments or custom fields.
I think this feature is very important and customers should only be allowed to search the tickets they are allowed to see.
Having it missing is troubling our operations a lot.
Mutaz Qasem
added a comment - - edited I think this feature is very important and customers should only be allowed to search the tickets they are allowed to see.
Having it missing is troubling our operations a lot.
Tao Liang
added a comment - 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.
Tao Liang
added a comment - 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. 
Vaughan Marshall
added a comment - 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.
Vaughan Marshall
added a comment - 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?
This is a crucial request that has been repeatedly raised by multiple users without resolution.
The ability to search for text within the issue description in the Customer Portal is extremely important for our customers. Currently, the search functionality does not support this, which limits usability. Implementing a search feature similar to the JQL text ~ command would greatly enhance the user experience and make it easier for customers to find relevant information.