Table of Contents

Better Search in Customer Portal plugin adds a Search Field into to Customer Portal in the desired project and for the desired request forms. The Issue Info Sheet (Issues table below the search field) will be populated with the found issues immediately after typing the search term.

Open

Issue Search

A Field Configuration defines the projects and the requests types for which the Search Field should be enabled and various settings for enhanced functionality. Besides standard fields (e.g. Summary) Better Search in Customer Portal supports also Jira Customer Fields, where it is possible to save the search results.

The added Fields are displayed under the Configuration Page in the fields list:

Open

The possible actions for the fields are:

• Edit Field Configuration

• Delete Field

To add a new Field Configuration, click + Add Field button and fill the setup fields:

Name

The name will be displayed as a Serch Field name.

Description

Text will be displayed under the Search Field.

Copy to summary [checkbox]

When this checkbox is checked, the search results from the search field will be copied to the Summary field upon Creating an issue on the Customer Portal.

Projects

Select Project(s) where the Serch Field should appear. The dropdown shows all the projects from the Jira instance. When a project is selected, Search Field will be visible in all the forms of the selected project.

Issue Types and Request Types

Select Issue Type(s), and Request Type(s) where the Serch Field should appear. The dropdown shows all the available items from the Jira instance. If not selected Search Filed will be visible in All Issue Types and Request Types. To avoid ambiguity, corresponding projects are indicated along the Request Type in the brackets:

Issue Info Sheet

The following fields are for setting up Issue Info Sheet itself. These fields should be configured for displaying past issues on the Issue Info Sheet:

Fields to Search

The dropdown shows all the fields from the Jira instance and by selecting them, the selected fields will be searched:

Users Type

Users Type defines the permissions for displaying Issue Info Sheet. Based on the selection, the Issue Info sheet will be displayed either for Customer users or Licensed users (Agents). Only one option should be selected for a specific field.

Licensed Users

This option defines filter possibilities for Licensed users. The JQL expression filters the requests, showing in the Issue Info Sheet after selecting a search term. If the “Licensed users“ option is selected, the JQL field will appear, where any JQL expression can be written, to filter the results.

Customer Users

This dropdown defines the status of the requests, showing in the Issue Info Sheet after selecting a search term. This field is visible only if “Customer Users” is selected and “Request Status” dropdown appears, showing the following three options:

• Closed Requests: only closed requests will be filtered in the results;

• Open Requests: only open requests will be filtered in the results;

• All Requests: all requests will be shown in the results.

Issue Fields

By selecting the fields from the dropdown, it is possible to choose the fields which will be displayed in the Issue Info Sheet search results on the Customer Portal. Several fields can be selected (plus all the custom fields):

• Summary

• Status

• Description

• Priority

• Reporter

• Created

Active [checkbox]

By selecting or deselecting the Active Checkbox, the search field will be shown (checked) or hidden (unchecked) on the Customer Portal.

Upon clicking the Save Button, Field will be added to the list:

Request Search

With the request search feature, a separate search field will be visible on the Customer Portal, in any selected request type under the project:

Configuration

The following parameters can be set for the Request Search:

• Enabled (Yes/No)

  • When “Yes” is selected, Search Filed will be visible on the Customer Portal, according to the configuration (see below);

  • When “No“ Search Filed will not be visible on the Customer Portal and all the configuration fields (see below) will be hidden.

• Show on main page

  • When “Yes” is selected, Search Filed will be visible on the main page of the Customer Portal (https://yourcompany.atlassian.net/servicedesk/customer/portals);

  • When “No“ is selected, Search Filed will not be visible on the main page of the Customer Portal (https://yourcompany.atlassian.net/servicedesk/customer/portals). However, the Search Field will still be visible under the certain project, according to the the configuration (see below).

• Project

  • To add the project for which the search field should be visible, simply select the project from the list.

• Placeholder

  • Name the search field. Placeholder name will be visible on the customer portal.

• Order Type

  • Ascending - the search results will show the found request types in alphabetically ascending order.

  • Descending - the search results will show the found request types in alphabetically descending order.

Add Text field's value to Select List field's options

With this feature, it is possible to populate any Select List field options with any text field from customer portal. To enable this feature, click “+Add field” button:

After clicking the button you will see the following fields:

• Text Field (dropdown)

  • Select the Text field, which should be copied to the Select List field as an option. The dropdown will show “short text” and “paragraph” text fields

• Select List (dropdown)

  • Choose the Select list field where options should be added. The dropdown will show all the Select List fields on the instance

• Select added option (Yes/No)

  • Choose yes if you want to automatically select the added option on the customer portal

• Action (dropdown, multi-select)

  • Choose action(s) when the options should be added to the Select Field. There are 3 options to be selected:

    • Create - the defined select list will be populated from the configured field when the issue/request is created

    • Update - the defined select list will be populated from the configured field when the issue/request is updated

    • Resolve - the defined select list will be populated from the configured field when the issue/request is resolved

  • It is possible to select all three options

• Projects (dropdown, multi-select)

  • Select Project(s) where the process should be executed in.

  • Leave it empty if you want the process to work in every project

• Issue Types (dropdown, multi-select)

  • Select the Issue Type(s) where the process should be executed in

  • Leave the field empty if you want the process to work in every Issue type.

• Request Types (dropdown, multi-select)

  • Select Issue Request Type(s) where the process should be executed in

  • Leave the field empty if you want the process to work in every.

After clicking Save button, a new item will be added to te grid:

This means, that depending on the configuration, for example - if you open a screen for an issue type, which is configured and if Edit is selected in actions, After filling in “Email“ text field, the entered text will be added to the “Urgency” select field as an option and will be automatically selected (if “Select Added Option“is chosen above):