Customize JSM Portal

[Kelly Phillips]

Hi

Is there a way to change the order of the items in the customer portal?

We would like to have the 'Contact Us' option appear at the top of the page, rather than the bottom.

Is this possible? It would also be good to be able to change the actual text in that box as well.

Thanks

Kelly

[Susan Waldrip · Accepted solution]

Hi @Kelly Phillips , if you are a Jira admin, you can change the order of request types on the customer portal by navigating to Project settings > Channels & self service > Portal > Portal groups > click the down arrow on the group to display the request types (if needed), then click and drag the "handle" of that item to where you want it.

To change the title of a request type, navigate to Project settings > Request management > Request types > Service requests (or the appropriate category), then click the name of the item you want to change to open it, then click once on the title for Edit mode and change it and click the check mark box to save it.

Let us know if you have any problems, hope that helps!

[Kelly Phillips]

Thanks Susan.
I know we can change the portal groups and the name of the request types.
I want to change the position of the button in the screen previous to the request types.
If you look at my original screen shot, it's the screen that shows the knowledge base 'Learn more about' page - at the bottom of that page, prior to the request types, is the link that says 'Need to raise a request?  Contact us."

That is the button I want to change.  

[Susan Waldrip]

Hi @Kelly Phillips , OK. Working backwards, the "Need to raise a request? Contact us." item looks like a second portal group (it has a drop-down). And I believe JSM automatically added the "Learn more about" when you/someone added the second portal group. I tested it in my project and there was no 'header' (e.g., "Learn more about") until I added a second portal group, and it didn't matter which request type I chose to put in that group. In my case, JSM added a "Contact us about" header where your "Learn more about" header is located (and likewise, when I deleted the second portal group, that header disappeared).

If that's the case for you, you can change the order of the portal groups (i.e., move the "Need to raise a request?..." group: On the Project settings > Channels & self service > Portal > Portal groups page, just drag the group up above the first group in your list and see if that does it.

[Kelly Phillips]

Hi Susan

Thanks for your help.

If you look at the screenshot I've labelled 'Portal landing page', you will see the first section is 'Learn more about'. This appears when I link our knowledge base confluence articles to our portal. The categories displayed are determined by the categories setup in our Knowledge Base. (see screenshot 'Knowledgebase).

When I go to the Portals group - I see 3 groups.  Each of these groups relate to the Request Type groups I have for users to raise issues. I've placed numbers where the Portal groups settings is linked to what appears in the portal for customers to raise.

Because the 'Need to raise a request' on the landing page is not a request type, it doesn't appear in the Portal Groups page - only my request type groups appear and I can change this order - but it doesn't move the 'need to raise a request' box from the landing page anywhere.

Does this make sense?  I can remove the articles which then automatically moves the 'Need to raise a request' option to the top - but then this doesn't give the customers the option to look at articles to self-help themselves.

[Susan Waldrip]

Hi @Kelly Phillips , thanks for the screenshots and detailed explanation, and apologies for the delayed response. I think JSM automatically puts the Knowledge Base articles at the top and we as admins don't have the capability to put them elsewhere, including below the Portal groups (at least, JSM out of the box). This is probably because they want to provide customers/users the opportunity to find self-help articles to solve their problems before opening a ticket. It's like on the landing page where there's a search bar above the portals, not below them -- search first, then submit a ticket. Not the news you want to hear, I know.

There is an open ticket for Atlassian Support for this issue, https://jira.atlassian.com/browse/JSDCLOUD-6308. You may want to vote for it and add a comment.

That said, I looked in the Atlassian Marketplace and found some potential apps that provide more portal page design capabilities. If 3rd-party apps are an option, these might help. And if I come across anything else that might help, I'll update this question.

[Kelly Phillips]

Thanks @Susan Waldrip 

It's mostly what I expected, but was hoping there was a work-around that I wasn't aware of.