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Search not finding labels on request types

I have attached labels to many request types to help users find the request type they are look for. They are on the request form as a hidden field with the search terms that are not elsewhere on the form. When I tested this, it worked as I expected.  But now a couple of weeks have passed and they no longer work.  For instance, in a HR help desk, I have 1 form with the word "benefits" in the title.  There are 3 others that have a label "benefits."  A search from the customer portal now finds the first but not the other 3.

I read a post for JSM Server which suggested that I re-index, but I understand that I can no longer do that in the Cloud version.  I have waited a couple of days to be sure the system does not self-recover and it has not.

Any suggestions?

1 answer

0 votes
Liam Green Community Leader Dec 31, 2020

Hi @james_mckean 

Welcome to the Community!

Can you share the JQL you are using please?

Can you try: 

labels = benefits

Thanks, Liam

Well, I am not using any JQL, I am using the search bar on the help center portal. 


Screen Shot 2020-12-31 at 10.56.36 AM.pngThe point is, I need users to be able to find the right request form. Many request types can have more potential search terms than are included in the title or elsewhere on the form.  I was hoping to use labels for that, but I am beginning to think that this search bar is ignoring the contents of the labels -- although I tested it and it seemed to work...for a while.

Liam Green Community Leader Dec 31, 2020

Apologies, I thought you were looking from an agent perspective, not user.

Could you consider grouping your requests on the portal?  That way you could group everything labelled 'benefits' under benefit?

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