• Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Customer Portal
    • 4
    • 14
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      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.

          Form Name

            [JSDSERVER-6578] Smart Search Configuration

            It would be nice is the primary search was off of the request name and then the other smart features like ticket summaries on those request types. It seems like Request Types won't even show up if they don't explicitly type the full name of the type. Plus if you have 3 request types with very similar names such as "Enterprise Linux", "Reliability Linux", and "Market Linux", the search will only show 2 of the 3 if a user searches for "Linux".

            Luke Miranda added a comment - It would be nice is the primary search was off of the request name and then the other smart features like ticket summaries on those request types. It seems like Request Types won't even show up if they don't explicitly type the full name of the type. Plus if you have 3 request types with very similar names such as "Enterprise Linux", "Reliability Linux", and "Market Linux", the search will only show 2 of the 3 if a user searches for "Linux".

            The search should also look in the options of selection/checkbox/radio lists - because often a Request Type will contain lists for things like Systems, Types, etc. but the Request Type has a generic name "Request System Access" - and it is not practical nor scalable to store the options in the Request Type Description.

            Cael Metcalfe added a comment - The search should also look in the options of selection/checkbox/radio lists - because often a Request Type will contain lists for things like Systems, Types, etc. but the Request Type has a generic name "Request System Access" - and it is not practical nor scalable to store the options in the Request Type Description.

            Dana Mi added a comment -

            I think the search should look for each word that is typed in the search box individually in the Customer Request Type name.

            For example; if the customer types: "I have no connectivity" and the Customer request type is "Connectivity Issue" - it will display it as one of the options, based on the word connectivity.

            This should be basic, otherwise the search is not working properly for customers and they don't find what they are looking for.

             

            Dana Mi added a comment - I think the search should look for each word that is typed in the search box individually in the Customer Request Type name. For example; if the customer types: "I have no connectivity" and the Customer request type is "Connectivity Issue" - it will display it as one of the options, based on the word connectivity. This should be basic, otherwise the search is not working properly for customers and they don't find what they are looking for.  

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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                Created:
                Updated: