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Searching for Support Tickets Closed as Bugs

Our Client Portal now has the ability to more easily find Support Tickets closed as Atlassian Bugs.  Please see below for more information:

Prerequisite Notes:

  • When the Jira Align Support team closes a ticket as an Atlassian Bug, our tooling now has automation that will update the ticket summary with a prefix of [Confirmed Bug].

  • Users can then use the Client Portal's search feature on this text to locate their tickets previously closed as bugs.

  • Currently, this works for Jira Align Standard and Jira Align Premier Support tickets. This is not implemented for other products in Premier Support.

Steps:

  • Navigate to the client portal and log in.

  • In the Requests drop down, set the context to Closed Requests, as this functionality is driven off of closed tickets. Note - if a ticket was previously closed as bug, then reopened, it may be searched under Open or Any status.

image-20201219-014400.png

  • Select "Created by me" in the Created By context to search for tickets created by the current user.  If the current user was a requested participant on a support ticket, then select "Where I am a participant".

image-20201219-014444.png

  • After setting the Requests and Created By context, click in the Search requests text box, type confirmed bug, then press Enter. You should be presented with a list of the Jira Align Support tickets that have previously been closed out as bugs.

image-20201219-014556.png

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