Table of Contents

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

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Navigation through the Settings

The navigation through the configuration elements can be conducted with the app’s settings page:

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Main Search

Here you can find the configuration of the search field that can be placed on the Customer Portals (not on a request creation page).

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

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Main search in Customer Portal

Look and Feel

From here you can define parameters for the Main Search

• Active

  • Turning this toggle on and off will show/hide the main search on the Customer Portal

• Name of the search

  • Define the Name of the Main Search field

• Description

  • Define the Description for the Mainc Search field that should be visible on the Customer Portal

• Placement

  • Define the visibility of the Mainc Search on the various pages of the Customer Portal:

    • Home page

    • Requests / Approvals

      • Requests and Approvals pages

    • Created request page

    • User profile

    • Specific projects

      • When the toggle is on, you will see the list of the JSM Projects on the instance and selecting the project will show the Mainc Search on the selected Project Portal.

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Look and Feel settings for the Main Search

Request Type Search

With the Request Type search in the Main Search, you can search and display the Request Types directly from the Customer Portal:

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The results will show the Request Type name, Request Type Description and the portal group name with the bolded search term.

The following parameters can be set for the Request Type Search customization:

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• Active (On/Off) [This feature is coming soon! For now, the toggle will be always on and disabled]

  • When the toggle is on, the Request Type tab in the Main Search will be visible on the Customer Portal, according to the configuration in Project (see below);

  • When the toggle is off, the Request Type tab in the Main Search will not be visible on the Customer Portal and all the configuration fields below will be hidden.

• Placeholder

  • Placeholder for the Request Type search field. The placeholder text will be visible on the customer portal.

• Project

  • Select the project from the list, to define the project(s), Request Types of which should be searchable.

  • Only JSM Projects will be visible in the list. When a Service Project is created on the instance, it will be automatically selected in the list. If you remove the added project, it will not be automatically selected.

• 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.

Requests Search

A Field Configuration defines the projects and the request 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 custom fields, where it is possible to save the search results. The added search field will be visible on a create issue screen on the Customer portal, according to the configuration in the selected projects and request types (see below).

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

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The fields list will show:

• Name of the request search field

  • Description of the request search field

• Request types where the search will look into

  • If the field is configured for more than one request type, you will see the number of the additional request types, and clicking the number will open the list of the request types (the Project key is added after the Request Type name only in the version 1.1.29, so for the fields configured with the previous version of the app the project key will not be visible):

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• Status of the search field:

  • Active

  • Inactive

• Who created the field.

The possible actions for the fields are:

• Add a new request search field

• Edit Field Configuration

• Delete Field

To add a new search field, click the “+ Add Request Search Field” button and fill in the configuration fields:

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• Active/inactive

  • Turn the toggle on or off, to display (Active) or hide (Inactive) the search field on the Customer Portal.

• Name

  • The name will be displayed as a Search Field name on the Customer Portal.

• Description

  • The description text will be displayed under the Search Field on the Customer Portal.

• Placeholder

  • Define the placeholder that should be displayed in the Search field on the Customer Portal.

• Projects

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

• Issue Types

  • Select Issue Type(s) where the Serch Field should appear. The drop-down list shows all the available Issue Types from the selected Project above. Additionally, the Issue type should be on the project’s issue create screen to be selectable.

• Request Types

  • After selecting the Issue Type(s), the Request Types list will show the corresponding Request Types. If you select the Issue Type, select the Request Type afterward and further delete the Issue Type, the corresponding Request Types will also be deleted. If Request types are not selected, then a search field will appear for every request type related to the issue type. To avoid ambiguity, corresponding projects are indicated along the Request Type in the brackets:

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• Requests Display Settings

  • Fields to Search ¹

    • Select the fields in which the searched term should be searched. The drop-down list will show all the custom fields and most of the system fields. The following system fields cannot be searched:

      • Issue link

      • Affected services

      • Time tracking

      • Original estimate

      • Stakeholders

      • Responders

  • JQL

    • Type JQL to further filter the request that should be displayed on the Customer Portal in search results. The JQL syntax is validated in the process:

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  • Display Fields

    • Select fields that should be displayed for the Requests in the search results on the Customer Portal. You can order the fields below.

  • Fields display ordering

    • You can define the ordering of the selected display fields by dragging and dropping the fields. The Key fields will always be visible in the results as a first column:

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

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Asset search

Populate select list

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

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After clicking the button you will see the following fields:

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

  • 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.

  • 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 the Save button, a new item will be added to the grid:

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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 the “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):

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General settings

Assets Search

From here you need to configure the connection with Assets for the Asset search to work. Go to the Assets Search for the detailed information.