I am using next-gen service management on cloud.
I have a custom field on my request submission form where a customer can fill in a sales number related to their problem. It is a single-line custom field on my request type.
I have had customers complain that when they use the customer portal, if they search for their sales number, they can not find their request. It seems searching in the customer portal ONLY searches the description field and the title. Is there any way to enable this? It seems ridiculous that the customer can not search based on the information that they enter.
There isn't an option.
A similar ticket has been open for the same :
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