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  1. Jira Service Management Data Center
  2. JSDSERVER-5906

Customer Portal search should search issues as well as KB

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Customer Portal
    • None
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Currently Customer Portal search searches the Confluance Space configured as Service Desk KB only.

      It would be usefull to allow the search field (What do you need help with?) search the KB and also created issues.

      This might prevent the customer from opening issues which were created by someone else already.

      Use Case:

      We would like to use Service Desk Project for New Feature Request. When customer logs in to open New Feature Request and starts typing the summary of the request, we would like to offer existing issues/tickets as solution to avoid opening duplicates.

            [JSDSERVER-5906] Customer Portal search should search issues as well as KB

            Johnny made changes -
            Link New: This issue is duplicated by JSDSERVER-15852 [ JSDSERVER-15852 ]
            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010513 ] New: JAC Suggestion Workflow 3 [ 3650028 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2741868 ] New: JAC Suggestion Workflow [ 3010513 ]
            Jiri Kanicky made changes -
            Description Original: Currently Customer Portal search searches the Confluance Space configured as Service Desk KB only.

            It would be usefull to allow the search field (What do you need help with?) search the KB and also created issues.

            This might prevent the customer to open already exising issue.

            Use Case:

            We would like to use Service Desk Project for New Feature Request. When customer logs in to open New Feature Request and starts typing the summary of the issue, we would like to offer existing issues as solution to avoid opening duplicates.             		New: Currently Customer Portal search searches the Confluance Space configured as Service Desk KB only.

            It would be usefull to allow the search field (What do you need help with?) search the KB and also created issues.

            This might prevent the customer from opening issues which were created by someone else already.

            Use Case:

            We would like to use Service Desk Project for New Feature Request. When customer logs in to open New Feature Request and starts typing the summary of the request, we would like to offer existing issues/tickets as solution to avoid opening duplicates.
            Jiri Kanicky created issue -

              Unassigned Unassigned
              a2713576b9f7 Jiri Kanicky
              Votes:
              4 Vote for this issue
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: