Jira Service Desk - Request Type Customization

[Brett Cooper]

We're wanting to add meta data to our request types to improve the search results as seen after the three @@@ symbols below. The issue is we don't want the information after the @ symbols to be visible.  We only want the description in quotes to be visible on the portal.

How can we include the meta data to improve the search results but make it invisible in the portal? 

Request Type:

Connectivity - "Problems with WiFi, VPN, network access, shared drives, etc."

@@@ ACCESS, CITRIX, CLIENT, CONNECT, DRIVE, EMAIL, FAX, FILE, FIX, FOLDER, FTP, INTERNET, LOGIN, NETWORK, PHONE, PORTAL, REMOTE, SENDING, SERVER, SETUP, SHARE, UNABLE, VPN, WEBSITE

[Nic Brough -Adaptavist-]

Create a field on the issue that you do not map in the request.  You'll need to educate your agents on how to set the data in it when the request comes in.  Maybe use a validator to enforce entry of the data when they pick up an issue to work on.