How to improve the search issues from customer portal?

Question

Hi everyone,

I tried searching for this online but I couldn't find an answer so far.

What we wanted to do is to have a better way for customers to search for existing or previously reported issues.

Currently they can search by title summary or ticket issue id, etc

But we are not able to search for a keyword inside the ticket, example if there is some specific company IDs indicated inside the ticket (in description or additional info input) we are not able to do a search on that.

Is there a way to do this? Or it's not possible currently?

Peter Bengov · Answer

Hi @neil_matillano

As @Joey Musante mentioned - this is not possible, however what we have done was create a post-function after the requests are created which also copied values from other fields into the summary. That helped our customers.

Moreover, we instructed them to always add specific details into the summary field, so they use a kind of a template which works out quite well.

neil_matillano · Answer

Thanks Joey ... sadly T_T

Joey Musante · Answer

Looks like you aren't the only one... :(

https://jira.atlassian.com/browse/JSDSERVER-1544