Ticket search needed for Service Desk tickets only

[Rick Baker]

Is there a way to search for Jira Service Desk tickets only? Here is the scenario:

In other helpdesk platforms a search through historical tickets is incredibly valuable as a resource for solving issues. When we search in Jira Service Desk the search becomes a Jira wide search providing results that are irrelevant or unrelated.

Anybody have a solution or can provide their solution?

[Daniel Eads {unmonitored account}]

Hi Rick,

If you're in the Jira interface and looking for tickets that are visible in Jira Service Desk, you can use the following JQL (either by itself or in addition to an existing search):

"Customer Request Type" is not EMPTY

If you're searching from the Customer Portal, you should only see results that are visible to you in the Service Desk interface already.

Cheers,
Daniel

[Victor Mutambuki]

Rick,

Do Issue search in JIRA with the JQL pointing to the JIRA SERVICE DESK project.

Victor

[Jack Brickey]

@Daniel Eads {unmonitored account}, i'm not sure that JQL will work. Often you can end up w/ the CRT as empty, e.g. email channel. The only way I have found to show all JSD issues is to use project in (a,b,c...) and ensure you get all JSD projects. It is unfortunate that you cannot search by "project type" but that is meta data. I may be wrong but have not found a way to do this as yet.

[Daniel Eads {unmonitored account}]

The Service Desk mail handler sets a Request Type:

If you've got people entering tickets through the Jira interface instead of email/customer portal, then the request type is empty. It's easy to set up an automation rule to add a default Request Type if it's empty during issue creation. We went even further with the Automation Lite or Automation for Jira plugins to also add an Organization during issue create.

Here's a KB article for setting the Request Type with the out-of-the-box Automation.