To add a search in the service portal

[shubhi211]

Issue Description:

In the "My Tickets" section, searching with keywords does not return relevant tickets, even when they exist.

Example:
When searching for the keyword "AD" under Closed Tickets, no results are displayed, despite the presence of matching tickets.

However, if the user enters a specific ticket number (e.g., RITM or INC), the ticket is correctly retrieved.

Customer Expectation:
The customer would like to be able to view all tickets they have raised through the portal by using relevant keywords, not just ticket numbers.

I went to this below Article but it is bit difficult to understand

Link: https://www.servicenow.com/community/servicenow-ai-platform-articles/optimizing-the-service-portal-t...

[Ct111 · Accepted solution]

Can you go to  "My Request Filter"  module and check what is the setting done for incident table.

In the primary field to display   field  , is it set as "Number" or "Short Description".

If it is set as number change it to short description,  and then see by reloading the portal , if the change are reflected or not , when you are searching with short description  

[Ct111 · Accepted solution]

Can you go to  "My Request Filter"  module and check what is the setting done for incident table.

In the primary field to display   field  , is it set as "Number" or "Short Description".

If it is set as number change it to short description,  and then see by reloading the portal , if the change are reflected or not , when you are searching with short description  

[shubhi211 · Accepted solution]

It is already set as Short description, attaching the screenshot

[Ct111]

ok , so you are still facing the issue despite that setting or your issue is resolved ?

 since you marked the answer as correct

And also , why is your portal page empty , it should have  "ticket" value in it , if you are searching on ticket page. Also try putting something like description, priority and caller in secondary field and see how the search works.

Let me know after making changes.

[Isabelfuj]

do mu Associate System Administrator certification and to do a task need to comment a post 😉