How to make the content in a queue column searchable?
Asked by yuliia:

Currently, our team uses Jira Service Management (JSM) solely internally. Requests are submitted by customer service team reps on behalf of users experiencing issues.

I created a custom field called "User(s)" which is displayed on the queue page. So the customer support person is 'Reporter' and 'User' is an actual customer with issue.

My intention was to make this field searchable so that our agents can easily find all request tickets related to a specific user.

In the custom field details, I set the Search Template value to "Free Text searcher" and included the field as a column in our All Open queue. However, despite these efforts, the content of the field remains unsearchable.

Any guidance or suggestions would be greatly appreciated.


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@yuliia](/t5/user/viewprofilepage/user-id/4750661)

If you're open to solutions from the Atlassian Marketplace, this would be easy to do in the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2660352).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM fields - much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

Plus, you can easily search and filter all your issue fields, like so:

![queue-search-for-reporter.gif](https://community.atlassian.com/t5/image/serverpage/image-id/316562i8A6CAA19CDEA2DF4/image-size/large?v=v2&px=999 "queue-search-for-reporter.gif")

![jsm-filtering-by-team.gif](https://community.atlassian.com/t5/image/serverpage/image-id/316561iEA786502499AA000/image-size/large?v=v2&px=999 "jsm-filtering-by-team.gif")

(I'm using the *Reporter* and *Team* fields here, but it would work similarly for all other (custom) fields, too.)

As every sheet in JXL is powered by a JQL query or a saved filter, you can easily use sheets as a "supercharged" extension or alternative to built-in queues. JXL would also enable cross-project queues, if that's something that is of interest to you.

Any questions just let me know,

Best,

Hannes


author: John Funk
body: Hi [@yuliia](/t5/user/viewprofilepage/user-id/4750661)

You won't be able to search on a custom field in a Queue. You will need to create a Filter and search there. Or you can click on the Open in Issue Navigator icon in the upper right.

Once there, you can add additional search criteria to the query.


author: Klaudia Sch?n_Deviniti_
body: Hi [@yuliia](/t5/user/viewprofilepage/user-id/4750661) !

As mentioned previously, the JQL is a good way to search for users.

Nevertheless, if your wish is the ability to have filters when you can select a specific agent from the list, I strongly recommend you one of the app we develop at Deviniti - [Queues for Jira and JSM.](https://marketplace.atlassian.com/apps/1216386/queues-for-jira-jsm?hosting=cloud&tab=overview)

One of the features (but not all) included in the Queues app are filters:![filters.png](https://community.atlassian.com/t5/image/serverpage/image-id/316146iC1386FADEF764B40/image-size/large?v=v2&px=999 "filters.png")

Thanks to this feature, the Agent may select for instance only issues assigned to him and unassigned issues.

If you're curious what else can be achieved, I strongly recommend you to join a free webinar we organize in two weeks (April 17th):[click here to register](https://calendly.com/deviniti/product-tour-queues-for-jira-and-jsm?back=1&month=2024-04)

Kind regards,  
Klaudia

comments: author: Jack Brickey
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) , Can this be extended to the free text field that Yuliia was inquiring about or is it limited to the Agent assignee field?


author: Klaudia Sch?n_Deviniti_
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) , at this moment, the Text field is not supported to be used as a filter, nevertheless, user picker is supported. I have added an user picker field called Buddy's Manager and this field is searchable. ![buddy.png](https://community.atlassian.com/t5/image/serverpage/image-id/316262i5BBE130839988EEB/image-size/large?v=v2&px=999 "buddy.png")

Of course, the list of fields added as filters can be customized if necessary.


author: Jack Brickey
body: Thanks for clarifying!


author: Jack Brickey
body: Hi [@yuliia](/t5/user/viewprofilepage/user-id/4750661) ,

you should be able to search using JQL on the **View all issues** page. For example you might try something like this...

project = abc and User \~ Fred


Tags: cloud

jira-service-management

jira-service-management-cloud