Table of Contents

Better Search in Customer Portal plugin adds a Search Field into the Customer Portal in the desired project and for 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.

Open

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

Open

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).

Request Type Search

With the request type 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 Type Search:

• Enabled (Yes/No)

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

  • When “No“ Search Filed will not be visible on the Customer Portal and all the configuration fields 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 a certain project, according to the configuration (see below).

• Project

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

• Placeholder

  • Placeholder for the Request Type search field. The placeholder text 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.

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:

The possible actions for the fields are:

• Edit Field Configuration

• Delete Field

To add a new search field, click + Add Field button and fill in the configuration 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 cloud instance. When a project is selected, the 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 the Issue Info Sheet itself. These fields should be configured for displaying past issues on the Issue Info Sheet:

    • Fields to Search ¹

      • 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 all the users (including customers) or only to 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. ²

        • All Users

          • When this option is selected, “Request Status“ field will appear where you can select the option. This dropdown defines the status of the requests, showing in the Issue Info Sheet after selecting a search term:

          • 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 that will be displayed in the Issue Info Sheet search results on the Customer Portal. System 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:

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:

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 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:

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):

General settings

From here you need to configure the connection with Assets for the Asset search to work.