JSM Portal configuration

[Jace Anderson]

Hello,

We are currently building our JSM environment as it is our new ITSM tool. I’m trying my best to make the portal friendly, easy to navigate, and pleasing to the eye, but I’m struggling.

I don’t understand why Atlassian doesn’t allow more customization of the portal. On the portal page, I want the search bar to be positioned at the top middle of the page, but instead it only appears as a small search icon in the top right corner. Why? This is such a great feature, and I want users to be able to see it easily and actually use it.

The announcement feature is great but is very limited on what you can do with it, no color settings, no other features to make it more effective.

Compared to other ITSM tools, JSM really lacks a strong ITSM workflow that makes it easy for users to find what they’re looking for.

Additionally, the Atlassian virtual agent doesn’t notify the user in the chat when an automation has created a ticket. Why? This feels like a very basic requirement, yet the agent doesn’t do this. Rovo is also lacking when it comes to creating tickets in JSM - it fails to create requests when mandatory fields are required.

So, what am I asking?

• When will admins get more flexibility in the design of the portal? (I shouldn’t have to spend more money on a third-party tool to achieve this.)

• When will the Rovo agent be able to create service requests in chats? I want users to be able to talk to Rovo and have it create tickets on their behalf. When will this be possible to do effectively in JSM?

• Will the announcement feature be improved?

Thank you 

[Nikola Perisic]

Welcome @Jace Anderson , good point that you have made for the portals and the limited customization. Have you tried with the landing pages, this applies to help centers only. https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-landing-pages-in-a-help-center/

I agree that there should be more customization options. For now, Atlassian doesn't offer this. 

[Dirk Ronsmans]

Hi @Jace Anderson and welcome to the community!

While the current customization is quite limited I'm hopefull for the future. The new CSM portal (for Customer Service Management) is handled through their Studio app and allow for much more flexibility. 

When and if however this ever comes to the JSM portal is a big question.

If you are trying to make it look better and customize it more and also are willing to invest in the platform, you can look at marketplace apps like Refined. They allow theming of your portal to a much further degree than it does out of the box. I'm not a fan of pushing users to spending more and maintaining more apps but sadly at the moment it might be the only option to go beyond the native capabilities.