JSM Help Center search not returning found Jira tickets based on phrase or keyword match
Asked by phil harman:

Use Case: I want to return Confluence pages/articles plus similar Jira Tickets already submitted/recorded when I use JSM Help Center " What do you need help with?" search.

I get pages or articles recorded in Confluence, but not a list of Jira tickets.


Answers:
author: Susan Waldrip
body: Hi [@phil harman](/t5/user/viewprofilepage/user-id/721264) , in March 2024 Atlassian changed the way the search feature works. Not sure if this [announcement article](https://community.atlassian.com/t5/Jira-articles/Introducing-the-new-issue-search-to-Jira-Cloud-users-updated/ba-p/2276375) will help you, but FYI just in case.

comments: author: phil harman
body: Thank you, Susan, for bringing this to my attention. Very much appreciated.


author: Marc - Devoteam
body: Hi [@phil harman](/t5/user/viewprofilepage/user-id/721264)

This article is on the internal search in the system and only for Cloud


author: Susan Waldrip
body: Good point, [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) , this applies to a Cloud platform. Forgot to mention that, thanks!


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@phil harman](/t5/user/viewprofilepage/user-id/721264) ,

If you want to search through requests, you need to use the requests search feature on the portal.

![Untitled.png](https://community.atlassian.com/t5/image/serverpage/image-id/342145i40C633B2C9A2B0BD/image-size/large?v=v2&px=999 "Untitled.png")

The search button basically runs a JQL with "Text" \~ "\<search term\>" which searches Summary, Description and Comments.

If you need a more advanced search, you can have a look at our app [Advanced Portal Reports,](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview)which will let portal customers [search through any text field and also Reference field](https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1545109693/Search+for+requests).

It provides portal customers with a table report where they can see, search, filter and export all their requests, including many additional details (incl. SLAs, custom fields, etc.). You can also use it to show any Jira field on the Customer view in the portal (incl. any custom field).

Cheers,

Elitsa

comments: author: phil harman
body: Thank you for your response, Elitsa. I thought there was a way to search Jira tickets for "keywords." I just tried it and found out the search is limited to the "text in the summary field." It did not find the "keyword in the description field".

I also discovered it only returns tickets that I have submitted. Disappointing. I am using Jira data center.

I will definitely take a look at your app [Advanced Portal Reports](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview).


author: Marc - Devoteam
body: Hi [@phil harman](/t5/user/viewprofilepage/user-id/721264)

This as customers don't have a license, they can't be show on the customer portal.

You might need to look at apps that can provide this.

e.g. Custom Charts for Jira

comments: author: phil harman
body: Yes, these are customers with no Jira licenses. My questions was centered around, when using the JSM Help Center search function, why does it not return Jira tickets that match the "key word search"?

The search returns information recorded in the "Knowledge base or Confluence".


author: Marc - Devoteam
body: HI [@phil harman](/t5/user/viewprofilepage/user-id/721264)

The search can only show information from the linked Confluence KB space.

This search Jira issues.


author: phil harman
body: That is disappointing. Let me ask the question differently: As a customer with a Jira licensed user, I want to use the "JSM Help Center search" to find an answer to a problem/need that I hope has already been submitted by another customer that has been solved.

How is this accomplished other than using JQL? Is there an add-on to JSM that allows this through the JSM Help Center, user not being a JSM Agent?


author: Marc - Devoteam
body: Hi [@phil harman](/t5/user/viewprofilepage/user-id/721264)

Create an organisation, add all customers to the organisation and let the user see all issues within the organisation.


Tags: cloud

jira-service-management

jira-service-management-cloud