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  1. Jira Service Management Data Center
  2. JSDSERVER-636

Add the ability to search all text fields of a request on Service Desk

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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.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently JIRA Service Desk seems to only search for the text in the Summary of the request when searching for issues through the 'My Requests' page in the customer portal.

      It'd be good to improve this search to all text fields (system's - such as Environment and Description - as well as custom fields) as users won't always remember exactly what is described in the Summary.

          Form Name

            [JSDSERVER-636] Add the ability to search all text fields of a request on Service Desk

            Max added a comment -

            This would be very useful. Please implement.

            Max added a comment - This would be very useful. Please implement.

            Feliz Xett added a comment -

            "Gathering Interest"? Ok, here is mine:

            I'm interested. And moderately irritated that people even have to ask for this.

            Feliz Xett added a comment - "Gathering Interest"? Ok, here is mine: I'm interested. And moderately irritated that people even have to ask for this.

            lukas.simokaitis added a comment -

            i guess this one can help - https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=datacenter&tab=overview

            lukas.simokaitis added a comment - i guess this one can help -  https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=datacenter&tab=overview

            Sverre Moe added a comment -

            Is there any plugins that would provide this on Service Desk?

            Sverre Moe added a comment - Is there any plugins that would provide this on Service Desk?

            ITS Support added a comment -

            We have customers with hundreds of requests and not having full text search (like is standard for Jira) is a major issue.

            This should be basic functionality!

            ITS Support added a comment - We have customers with hundreds of requests and not having full text search (like is standard for Jira) is a major issue. This should be basic functionality!

            Joseph Orellana added a comment -

            Please make this feature available. We need this functionality to review several applications that are submitted through our portal and it's hard to do that when you can only search the summary field. Much needed!

            Joseph Orellana added a comment - Please make this feature available. We need this functionality to review several applications that are submitted through our portal and it's hard to do that when you can only search the summary field. Much needed!

            Helle Buhl added a comment -

            We are about to skip Zendesk and use Jira Servicedesk instead. To late - I find out about this issue.  I guess, that if the solutions has not been found for 5 years, then there is not much hope.

            I really don't look forward to telling my customers about this "new functionality".

            Did anyone find a useful workaround? 

            Helle Buhl added a comment - We are about to skip Zendesk and use Jira Servicedesk instead. To late - I find out about this issue.  I guess, that if the solutions has not been found for 5 years, then there is not much hope. I really don't look forward to telling my customers about this "new functionality". Did anyone find a useful workaround? 

            Kirstin Seidel-Gebert added a comment -

            When starting with JSD, a search for summary only may be sufficient, but after a while - when tickets are starting to pile up - customer needs more. You should at least be able to search the description field.

            Kirstin Seidel-Gebert added a comment - When starting with JSD, a search for summary only may be sufficient, but after a while - when tickets are starting to pile up - customer needs more. You should at least be able to search the description field.

            Phil Buzzette added a comment -

            "Unfortunately it is currently not possible to search tickets by other fields than the summary in the "Requests" page of the customer portal."

             

            Wow... that is all. 

            Phil Buzzette added a comment - "Unfortunately it is currently not possible to search tickets by other fields than the summary in the "Requests" page of the customer portal."   Wow... that is all. 

            Thorsten Letschert [Decadis AG] added a comment -

            Again an issue you'd consider 'basic functionality' requested by almost every single one of our potential Service Desk customers.

            While I'd understand not being able to search for fields hidden within a ticket, there should be no reason not be able to search for all the visible fields and especially comments.

             

            Thorsten Letschert [Decadis AG] added a comment - Again an issue you'd consider 'basic functionality' requested by almost every single one of our potential Service Desk customers. While I'd understand not being able to search for fields hidden within a ticket, there should be no reason not be able to search for all the visible fields and especially comments.  

              Unassigned Unassigned
              mfernandes@atlassian.com Matheus Fernandes
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                Created:
                Updated: