Search box in customer portal doesn't find text in custom text fields

[Manuel Pallier]

It looks like the search box on the customer portal only searches in a fixed list of fields (most likely summary, description and comments). It doesn't search in custom text fields.

How can I change this? It should simply use the master-field "text" which does search in custom text fields (see documentation: https://support.atlassian.com/jira-software-cloud/docs/jql-fields/#Text)

[Kai Krause]

Hi,

in my opinion you cant actually customize the way the search works. 

A possible workaround is to paste the value from the customfields to the comment section at change. But its not nice i think. 

BR
Kai 

[Tomislav Tobijas _Koios_]

Hi @Manuel Pallier ,

Can you maybe explain a bit further what the use case for this would be? You've mentioned Customer Search Bar (so the one in the Help Center) > are customers trying to search for tickets based on text in some custom fields?

Or, as you've mentioned JQL, are you/agents trying to search/filter out tickets based on some criteria?

Customer Search Box is mostly used to search knowledge-based articles and request types. 

Cheers,
Tobi

[Manuel Pallier]

Hi,

The use case is that a customer wants to search for existing tickets based on text that was entered in a custom text field. Those custom text fields are shown when the customer creates a new ticket or views an existing ticket. So the customer can both enter and view the custom text fields.

I use custom text fields for two reasons:

• To offer fields for additional information (use case: a "change request" request type that has both a "description" and a "acceptance criteria" field).
• To show a default value in the description field (as far as I know this isn't possible in the default description field).

If do not mean the big search box that is shown on the main page of the customer help center (which searches through the knowledge base). I do mean the search box on the "request" page that shows the tickets in a table and also offers filters for status and request type.

[Tomislav Tobijas _Koios_]

Got it @Manuel Pallier . Thanks for the clarification!

I would say that native customer search is relatively limited. I've tried searching for some open suggestions related to your requirements and I've managed to find these:

• JSDCLOUD-1544: Support fuzzy search on customer portal 
• JSDCLOUD-3375: Search on the Customer Portal 

I would suggest checking these (and linked issues) out. Also, feel free to vote and leave comments related to your requirements.

Apart from that, I would recommend checking out Atlassian Marketplace as there might be some solutions related to this. However, I haven't encountered anything similar just yet. I know Refined could fully customize the service desk and, potentially, this includes creating some additional parameters for customer search.