Why I can't revert back help center to old view?

[Anton_Suchkov]

Hi, community!

It's a disaster! We have a five projects in JSD Server with 500+ requests in Russian and search were worked fine before changing to new view.

Atlassians said that we can't revert portal to old view!

And i'm interested, does the vendor understand an effect of this change?  Another way to lose clients..

Is there really no solution to return the old look and search for requests?

[Andy Heinzer · Accepted solution]

Hi Anton,

I understand that you are looking to revert the Jira Service Desk Customer portal.  Starting in 4.1, users could opt into the new design, but beginning with 4.6 this customer portal change is rolled out by default to all Jira Service Desk projects.  More details about this change can be found in the Jira Service Desk 4.6.x release notes.

I would like to learn more about your concerns here to see how we can help.  I am not sure I understand the source of the problem here.  You stated that search was working fine before this upgrade, but that is does not work now.  Could you clarify that statement? Also what version of Jira Service Desk are you using now?  I would like to better understand the core of the problem here.  

I found that within the customer portal you can search for requests, but that these tend to be limited only to requests that you have created, you are a requested participant of, or that have been shared with you in some way.   Perhaps that is a factor here?   The details of the new styling do seem to indicate that you can still search in the customer portal from the screenshots in https://confluence.atlassian.com/servicedesk/a-stylish-new-portal-for-jira-service-desk-server-and-data-center-customers-963663645.html

If you have licensed Jira users, these users can still utilize the issue navigator in the main Jira login page, outside the customer portal, where they can search for issues as well.

I would also be interested to see if you or your partners have created any support tickets about this problem.  If you have please share the issuekey with me, I'd like to learn more about this problem to see how we could help here.

Cheers,

Andy

[Anton_Suchkov]

Hi, Andy

Thanks for your interest!

We have Jira SD 4.1.2.

The root of the problem is that before changing the customer portal to a new look, searching for the types of problems in Russian on the user's portal worked well. 

After the publication of the changes, the search began to work only in English.

Searching issues in issue navigator still working fine, the problem only with customers (without license). 

We have a support ticket - SDS-47396, and the solution is to upgrading Jira Core to 8.5 and SD to 4.5 :)

I wonder why such changes are not tested before the release of the version?

[Andy Heinzer]

Hi Anton,

I am glad to hear that you have found a solution.  I believe that you were affected by the bug documented in JSDSERVER-6400.  It details that using multibyte characters in a request type could have the behavior of customer portal searches being unable to return any such results.  This was fixed in the 4.2 and higher releases.

Sorry to hear that you had this problem, but I am happy to see that a solution has been found.

Andy

[Anton_Suchkov]

Thank you!