Customer Portal Filters

[Alejandra González]

Hi, 

I was wondering if there is a possibility of adding another "filter field" in the Help Center of a Service Desk project. I attach an image below.

Im trying to look for a specific ticket that contains a specific number "92934" and when I put the number in Request contains, there are no requests found. Is there a specific way of putting the information in that field? with " " or any other symbol? If not, is there a way of adding a custom field to look for the exact information I want?

Thank you

Alejandra

[Peter Bengov]

Hi @Alejandra González 

For now, the text search is limited to the Summary field, unfortunately. You can see a suggestion I've shared on how to overcome this here: https://community.atlassian.com/t5/Jira-Service-Management/How-to-improve-the-search-issues-from-customer-portal/qaq-p/1578295

Also, you can watch and vote for this feature request for Atlassian to add the functionality you are looking for here:

https://jira.atlassian.com/browse/JSDCLOUD-4328

https://jira.atlassian.com/browse/JSDCLOUD-636

https://jira.atlassian.com/browse/JSDCLOUD-1544

[Alejandra González]

Hi @Peter Bengov ,

And is there a way of adding in the Summary field this Keyword? Lets say I have and specific/internal company ID for each ticket (its a field they will have to fill). Is there a way of adding it to the Summary field?

Is this is not possible, Is its possible to add this specific keyword on the subject of the customer notification when issue is created? next to the ticket ID and Summary (attach image below)

Thank you

[Peter Bengov]

If you have a list of these customer IDs and OK. with the customer to see them - you can add an automation rule or a workflow post function to add the customer ID to the summary (edit the summary to something like: <original summary> + <customer ID>. 

Identifying the actual ID can be based on customer organization, if you use this feature. 

[Alejandra González]

Hi @Peter Bengov 

I have an slack integration and when I created the new automation rule for the ID, the notifications through slack have been triplicated. Is there a way of fixing this?