Search in queue does not find text in requests custom fields
Asked by Jochen Betz:

Using normal filters and filter for the service management project I can use the search box to find issues which contain a specific text in custom fields.

Using the queue view of the service management project with the same search text leads to no results.

It seems either the queue view/search does not check custom fields or it is an issue with the service management project type.

Anybody can reproduce this? Or even better has a solution?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Jochen Betz](/t5/user/viewprofilepage/user-id/5276364)

can you provide some more details on the Search request, for instance post the JQLs for the "normal" issue search and the Queue? What field types are those custom fields?

comments: author: Jochen Betz
body: Hello [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) , sure. Please find more details below. Let me know if you need more details.  

The search request uses only the basic search as provided in the queue view.  
The text in this case is an a custom field of type "Text Field (multi-line).

![2024-05-13_11-22-54.png](https://community.atlassian.com/t5/image/serverpage/image-id/323289i91D14656FC8C406E/image-size/large?v=v2&px=999 "2024-05-13_11-22-54.png")  

Via Filter/All Issues brings up the expected result:  
![2024-05-13_11-21-14.png](https://community.atlassian.com/t5/image/serverpage/image-id/323286iEFCFC43D7D1C38B4/image-size/large?v=v2&px=999 "2024-05-13_11-21-14.png")

When choosing the path via the queue, the search for the same text, result is empty:

![2024-05-13_11-21-50.png](https://community.atlassian.com/t5/image/serverpage/image-id/323287i77E715A8E64CF72C/image-size/large?v=v2&px=999 "2024-05-13_11-21-50.png")


author: Rebekka Heilmann _viadee_
body: So these are two very different functionalities.

In issue search, the "free text" search equals the JQL

```
text ~ Gutteil
```

That searches the Summary, description and comments for that text.

In the queues, it's not JQL. It's rather like a Strg + F search. So if that text doesn't appear right in the Queue view (in the fields the Queue is showing), you won't find the issue.

In Queues you can make use of the JQL in the Queue's query, but i assume the search word is different everyone. So not really helpful in your case.


author: Jochen Betz
body: Thank you [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) for the clarification. It's very confusing to have this behavior as it is not a tiny bit obvious to the user. But even more: Why is "search" here implemented yet another time and not used the as in other places?  
Can this be configured?


author: Rebekka Heilmann _viadee_
body: No, this cannot be configured.

Like I said - the JQL search for Queues exists but is "hidden" in its configuration. So you'd need to edit the Queue to add the text filter.  
tbh, I've never thought much about it and thought it fairly logical but then on the other hand I tend to only configure the projects and not work in them as an Agent.


author: Jochen Betz
body: Yes that's often the problem: Developers of a tool don't use it as "customers" but provide what they think is useful (for them). Not excluding myself from this habit though.

<br />

In this case, the agents only work on the queues without even much knowledge about all the other menus and features if Jira - and should not need to know.  

As you where guessing correct: The search term is always something different... that's why it is a search.


author: Joseph Orellana
body: Does anyone know if there's a feature request to expand the capabilities of 'search for issues' search function? It would be nice if the the search function would include more than just text fields (e.g., system and custom fields), and also search the issue itself rather than what's visible on the queues view (for example: comments).


author: Hannes Obweger - JXL for Jira
body: Hi [@Jochen Betz](/t5/user/viewprofilepage/user-id/5276364)

to the best of my knowledge, the search within queues is relatively limited. It appears like it might primarily (only?) be considering an issue's *summary*, but I'm not 100% sure.

I don't know if this problem justifies additional tooling for you, but just to put it out there: If you're open to solutions from the Atlassian Marketplace, you may want to have a look at 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=2695576).

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-specific 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, its sheet search considers all visible fields, including any custom fields.

This is how it looks in action:

![queue-search-for-reporter.gif](https://community.atlassian.com/t5/image/serverpage/image-id/314593i744C55ACD3E9B7B6/image-size/large?v=v2&px=999 "queue-search-for-reporter.gif")

(I'm using the reporter field here, but it would work with any other field as well.)

As every sheet in JXL is powered by a JQL statement or filter, you can easily model your queues as JXL sheets. It also allows cross-project queues, if that's something you'd be interested in.

Any questions just let me know,

Best,

Hannes

comments: author: Jochen Betz
body: Thank you [@Hannes Obweger - JXL for Jira](/t5/user/viewprofilepage/user-id/4289506) , but I expect a consistent workflow in Jira itself.

To me it sounds like a horrible waste of resources that developers are re-inventing the wheel over and over again. I would not be surprised to see this to be the case also this time, albeit so far I hope it's my mistake.


Tags: cloud

jira-service-management

jira-service-management-cloud