How can I search resolved tickets?

[Ann Marie Guinan]

For Example:

A customer asks Question A six months ago and we give Answer A. But now Customer B not related to Customer A asks the same question. How can we find the support ticket to give the answer if we cannot remember Customer A to find using the Customers options? 

Please and thanks. :) 

[Jack Brickey]

You can use advanced search mode but you need to remember something about it so you can search. It may take some trial and error. 

For example, use the “text” operator- text ~ “problem text or possible words”

place some likely verbiage in the quotes. 

Going forward consider:

a) adding labels to issues resolved for easier searching

b) adding FAQs into Confluence 

[Ann Marie Guinan]

Hey Jack,

Thanks for that! Where do I find the advanced search mode?

We add the FAQ's to Confluence but it drags down the option to get in contact with us so we don't post everything to make it easier to find the contact us tab.

Thanks again

[Jack Brickey]

if you are on cloud just click the magnifying glass and selected "advanced search for issues". If you are on server then just go the the Search issue page and click advanced.

[Ann Marie Guinan]

Thanks Jack! Looked everywhere and couldn't find it! I need more coffee!! Thanks again

[Jack Brickey]

are you on cloud or server? cloud will have a URL like "yourcompany".atlassian.net

this document has a number of references to articles that will help w/ searching.