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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:

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

  • 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.

  • NOTE - [Confirmed Bug] is not available as an option from the drop down menu.  Please see the steps below for how to search for tickets closed as confirmed bug. 

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

2 comments

@ken The request type does not show type "confirmed bug", Thanks to correct and clarify it. @Syed Pasha 

Like Kent Baxley likes this
Kent Baxley Atlassian Team Nov 16, 2022

@Federica Marchetti - thanks.  The last step outlines how to search for 'confirmed bug' tickets.  However, I've added further clarification regarding the fact that 'confirmed bug' is not an option to choose from via the drop down menus. 

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