Who can customize the Service Managment Portal?

[Dominik]

Hi there,

We use a Confluence space as the content source for our customer portal, meaning the knowledge base displays pages from this space.

When I log in to the portal on support.domain.com as an Org Admin, I see a “Customize” button that lets me choose which pages appear in the portal.

How can I grant access to other users so they can also see and use the “Customize” button?

Thanks for your help.

[Tudor Tofan · Accepted solution]

Hi @Dominik !

In Jira terminology, we have customer portals and help centers.

The portal represents a JSM project and this can be briefly customized by the project admin. More details here: https://support.atlassian.com/jira-service-management-cloud/docs/brand-your-portal/

On the other hand, the help center is the main page the customer sees, with all the portals they have access to. To customize this, you need to be a product admin. More details here: https://support.atlassian.com/jira-service-management-cloud/docs/brand-your-help-center/

[Dominik]

Thanks @Tudor Tofan 

Meanwhile, I was able to give the rights to customize the help center.

But I do not understand why a User has to be an App Admin ....

-> Directory -> Users -> User X -> App Jira Administration -> App Admin

... and also in the group Jira-admins-ourcompany.

For me, there is no logic for what the role is and what the group is.

[Tudor Tofan]

Hi @Dominik ! You don't have to perform both actions manually.

Once you assign a user the App Admin role, it automatically gets assigned to that specific group.
And same goes viceversa: If you add a user in that group, it automatically gets the App Admin role.

If you feel that my answer has helped you, you may consider accepting it, to help other users as well.

[Dominik]

Unfortunately, I can not confirm this

The solution that worked was:

• Set the user as Role App Admin in Jira Administration
• Add the User manually to the group jira-admins-yourcompany

[Tudor Tofan]

Hi @Dominik 

There are a few things worth mentioning:

• Jira admin is one product role for both Jira and Jira Service Management. If the Jira admin has only a Jira license, they will not be able to administer JSM as well (in such a situation, they will not be able to configure the help center, even if they are Jira admin)
• Groups can be used for granting licenses, in the "App access" configuration panel.

I don't have access to your environment, to check your settings, but given your latest updates, you had to make both operations because that user did not have a JSM license and the group Jira-admins-ourcompany is among the ones set to provide JSM licenses in the App Access panel.

Furthermore, whatever (if any) group is set as default access group in the administration area, that is the group where the new admin will be assigned. So probably, that group is not default access group and this is why it was not assigned automatically.

Again, I'm only speculating right now, but it's clear that you don't have the default settings anymore.

I hope everything is a bit more clear now.

[Dominik]

It is more clear now, thanks @Tudor Tofan 

I assume, we're not on the same plan as I, for example, do not have this view where I see which groups are default or not.

Thanks @Tudor Tofan 

[Tudor Tofan]

Hi @Dominik ! It's not a different plan, it's probably different admin level. What I've showed you is available only to site admins and org admins. From what you've shared with me, I'm not sure whether you have any of these rights.

[Dominik]

@Tudor Tofan I'm org admin

[Tudor Tofan]

In this case you definitely have it. They've changed its location recently, I also had trouble finding it.