service desk customer portal update search

We've been using Service Desk for a few months now tied in with Jira.   We're getting complaints from customers not being able to search for their tickets. 

They have the option of

  • "Open Tickets"  
  • "Any Tickets"
  • "Closed Tickets". 

 

The problem is that Open means "open" , it's apparently a literal value somewhere that I can't find.  We have other status' like in progress or waiting on customer, in development.     So now the customer 99% of the time just chooses "Any" but that gives them all their tickets from the beginning of time and now they have to filter through.   I haven't had much luck w/ my current Jira Admin's trying to track down where the information is configurable for the customer portal.   I'd love some feedback or direction. 

 

SD Requests.png

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