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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
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    • 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.

          Form Name

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

            Charlie Marriott added a comment -
            Atlassian Update – 5 March 2021

            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

            Charlie Marriott added a comment - Atlassian Update – 5 March 2021 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

            Stevers added a comment -

            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.

            Stevers added a comment - 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.

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

                Created:
                Updated:
                Resolved: