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It doesn't seem it is possible for a customer to search for a request reference in the search box in requests list in the customer portal.
Why is that? Is that a feature I need to request?
The customer can search, but they need to enter the full reference key, not just the number. E.g. if the request reference is "DEMO-15", if they search for "15" it will not find it, but if they search for "DEMO-15" it will.
This is just how JQL works.