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How to make at least one request type appear in Service Desk Customer Portal search results?

We would like to make sure at least a "General help" request type is shown in Customer Portal search results. It appears in some keyword searches and not others, and I can't figure out why.

Example:

Search results for "password" include the "General help" request type, yet that keyword is not used in any of fields for that request type. A search for "error" returns only "No result found."

Is there some way to force the issue?

 

3 answers

Hello,

Do you have any descriptions for the request types you are talking about?

Regards,

Florian

Hi Florian. Yes, we use descriptions. Here are a few examples.

request_types-for_atlassian_query.png

I would suggest you to "play" with these descriptions but also with the Help and instructions available on each request type (please see screenshot below).

2019-09-10_16-45.png

 

About the "password" research, I currently have no sure answer. Maybe this request type once had the "password" word in it or maybe Atlassian is doing some AI and considering that General help might have forms for a password issue :)

Regards,

Florian 

Thanks for the suggestions and AI theory. I've played around quite a bit with all of those fields, dropping another keyword in various places. How to make sure a request type shows up in every search is still a mystery to me. "No result found" is a disappointment.

It is not possible to avoid the "No result found" in my opinion. Unfortunately, you can not anticipate all possible keywords customers might type on the portal. It could be a good suggestion anyway to raise to Atlassian that you want to always have at least a request type instead of 0 result.

Regards,

Florian

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