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Suggestion
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Resolution: Low Engagement
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None
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None
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.
- is duplicated by
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- Gathering Interest
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-5906] Customer Portal search should search issues as well as KB
| Link | New: This issue is duplicated by JSDSERVER-15852 [ JSDSERVER-15852 ] |
| Resolution | Original: Won't Do [ 10000 ] | New: Low Engagement [ 10300 ] |
| Status | Original: Closed [ 6 ] | New: Closed [ 6 ] |
| Resolution | New: Won't Do [ 10000 ] | |
| Status | Original: Gathering Interest [ 11772 ] | New: Closed [ 6 ] |
| Workflow | Original: JAC Suggestion Workflow [ 3010513 ] | New: JAC Suggestion Workflow 3 [ 3650028 ] |
It is quite a pain to deal with more than a dozen duplicate issues all for the same thing. I'd like a way for a project to automatically search for existing issues (after information has been gathered?) before creating a new one and let the requester watch an existing issue instead of creating a new one. I wouldn't expect this to eliminate all duplicates but eliminating some is still a benefit.
| Workflow | Original: Confluence Workflow - Public Facing v4 [ 2741868 ] | New: JAC Suggestion Workflow [ 3010513 ] |
| 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. |
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.
Regards,
Charlie
Jira Service Management, Server & Data Center