Service Desk portal search does not find obvious request types

The "What do you need help with?" search on our Help Center portal is behaving in an unhelpful way.

I can type in two simple words. Of the three request types it suggests, two of them have neither of the two words in the title, help text, or any fields. However, one of the other request types that has both of those words in its title does not show up.

I have already completed a full re-index of JIRA, and the behavior has not changed.

As it currently behaves, the customer portal is nearly useless. How can I get the portal suggestion to return relevant results - request types that actually have the words I typed?

2 answers

Hi Steve,

I'm running into a similar problem. The portal can only scan the request type name and description, which limits its usefulness. I wish we could add tagged words or phrases to the request type to make them searchable in a more natural way.


I have a request type called "Printing problems" with a description that says "Printer out of ink? Can't find a printer?"

If I search for "print" it finds it. If I search for "can't," it finds it. If I search for "can't print," it fails.

If I could tag the request with words phrases like print, printer, printing, 'can't print', 'printer doesn't', 'printer is', it would be much easier to use the portal for the end users. As is, I've instructed my users to only use keywords when using the search bar. 

Oh - and the request types I expect to find are indeed searchable.  If I remove one of the two words from the search, I can see the request type I expect to find. But when I add another word that's actually in the title, it goes away and is replaced with others that have neither of the words that I typed.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

384 views 1 1
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you