how do I search tickets in service desk?

[Trav]

I can't find any documentation anywhere. I need to search for a ticket from a specific user. Thanks.

[Jobin Kuruvilla [Adaptavist] · Accepted solution]

You will have to either use the Service Desk queues or use the JIRA built-in search to find out the tickets raised via service desk.

For the built-in search, you can use the basic search or advanced search (JQL) as you would do with a standard JIRA ticket.

In short, a service desk ticket is pretty much the same as a standard JIRA ticket if you take away the special capabilities like SLAs, queues etc.

[Kyle Harrison]

This is actually a valid question. The standard JIRA search is bad for 2 reasons:

1. It searches ALL of JIRA unless you prefix with project=<KEY> or <KEY> in quick search
2. When clicking on the result it takes you to a normal JIRA Issue screen- completely differennt and separated from the JSD interface.

Have raised: https://jira.atlassian.com/browse/JSD-3952

[Trav]

ah, I don't have enough karma to delete this request. I found search under projects but not within service desk. It does allow simple searching if you switch from advanced to basic

[Trav]

ok I found it under issues-search for issues. But is there any way to just do a general search without putting all the JQL qualifiers in the search terms?

[Jurre Janssens]

nvm

[Soumya Subudhi]

Can we search the ticket by giving description of the ticket ?

Any user can come and will check the queue, is there any similar ticket has been raised by someone earlier ?

[Trav]

ah I'm slowly figuring out how to use answers and JIRA. Thanks for putting up with my noob questions. I basically just needed to view the queue in a different way and turn off advanced search.

[Chag]

just try to use the queue for tickets that are submitted in the service desk. Makes it more easier to track.