How does the filtering of the request types in the Jira Service Management Portal works?

Question

The service desk customer can search in the portal and can find articles related to his topic.

In parallel he can also raise a request. In our portal there are a lot of request types. But how are these request types filtered for the customer if he searchs for certain key words?

How can I influence what request types are shown to the customer?

Syed Muhammad Umair Mansoor · Answer

@Fabian Lim Jira doesn't provide this facility, you need an addon to that

Fabian Lim · Answer

Hi @Markus Farnung

Looks like we are talking about different items.  My recommendation was just to hide certain requests baes on users/groups. It has nothing to do with filtering requests depending on what they type in the search filter.  Hopefully someone else can provide more information.

Markus Farnung · Answer

Hi @Fabian Lim ,

thanks for the information. We already have this add-on and I will check the features to hide requests.

But for me it is still not clear how the request types are filtered, when the customer is searching for certain keywords and how I can influence that.

Let's say I have different request types for different kind of tools. If the customer is entering a certain tool name I want that he can see the according request type. But how does JSD know which tool is related to which request type...