Problem Definition

At the moment, we have the following condition on how the Smart Search works in the Customer Portal for the Request Type:

• The primary search picks up words that the customer is typing in the Summary field, and looks for them in the request type's Name and Description.
• The secondary search uses JQL queries to find relevant request types based on the request's Summary field.

The above is taken from "How the search works". But, it appears that the ordering has its own rule where it will order from the newest to the oldest. For example:

Even though "Hardware Fault" at the bottom match the name and description, as it is the oldest request type that is created, it is put at the bottom of the list. This can result in an unwanted list of request types from the search due to those mentioned request type has the same string in its description.

Suggested Solution

To have an option to control how the Smart Search in the Customer Portal works, such as;

• Prioritise Request Type Name
• Need to match both Request Type Name and Description.
• Match either the Request Type Name or Description (Default)
• Prioritise Request Type Description.