Tag a Jira Service Desk ticket

[ktran]

How can I set up a field that my customer can use for tagging tickets and they can use that for searching as well.

I was thinking about using Labels and tried this out.  It seems that support team can use this but my customer can't.

[Radu]

Hi @ktran ,

I think you'll be able to do that, I managed to create a custom field of type "Labels" and used that successfully over 2 customers reporting tickets in the portal.

The out of the box Labels field may not work so I recommend creating a new one.

Let me know if that works.

Cheers,

Radu

[ktran]

Thanks Radu for your suggestion.  I will try that out and see if it works.

The existing label field that Jira has does not for customer, only for supporting team.  I tried that.

[ktran]

I created a new field of type labels.  It does not work even though it is a field that the customer filled out. 

When the customer display the list of tickets submitted by their organization, and he/she enter a key word in the search field, where does it look?  It does not look at this new label field I just created.

[Radu]

The search box looks at summary.

For sure it wouldn't look at custom fields, I think I read that they wanted to search the label fields instead of the whole reported list of tickets.

I now understand that you want each user to have the option of a "category" based search when they have many issues.

the only workaround/fix I can think of is putting that in brackets in the summary which is less than optimal.

Cheers,

Radu

[ktran]

Not sure how I can do a better job of describing my question.

The search box looks at the Summary, the Description and Response to Customer.

I already thought of using the Summary which is not a fix but it is the only option I have.

Thank you for your answers.