How am I not seeing the customize button on the right side pane on my Channel page?

[Jhorelle Mendoza]

How am I not seeing the customize button on the right side pane on my Channel page?

I'm only seeing announcement instead even though I have all the permissions needed as an admin. Please help!

[Tomislav Tobijas _Koios_]

Hi @Jhorelle Mendoza 

By the look of the screenshot, this would mean that the portal/project is configured in a way so that agents can add announcements to the portal. If you wish to configure the portal name, description or logo, you would need to be project administrator in order to do so by following the instructions.

On the other hand, if you wish to configure the help center (what you mentioned there, to be able to see Configure button) you need to be Jira administrator. You can read more here.

One more thing - Halp is actually ex. product (now Assist) so this is not actually a 'help' group but I can see people often write general questions about other products.

Best regards,
Tom

[Jhorelle Mendoza]

Thank you so much for your response. Regarding the Project administrator. I already have the permission for that one and I am still unable to customize and also I don't have the access for the look and feel. And advise?

[Tomislav Tobijas _Koios_]

As a project administrator, can you navigate to Project settings > Portal settings?

Regarding help center look and feel, as stated above, you will need to be Jira administrator in order to view that option.

[Jhorelle Mendoza]

Hello , Yes I can navigate portal settings , But that's gonna be it.

As mentioned, I am an administrator already but I am unable to customize and have access with the look and feel.

Are you saying that Jira service management administrator is different from Jira administrator?

[Tomislav Tobijas _Koios_]

Jira administrator covers the administration part for all Jira products. Can you confirm that you can navigate to Settings > Products. If not, that would mean you are not Jira administrator and therefore cannot see options to configure the help center look & feel.

[Jhorelle Mendoza]

This is all I see in here. Does that mean that I am not a Jira Administrator? If so? How can I have access on that? Can we have multiple administrators on Jira? Please advise.

[Tomislav Tobijas _Koios_]

Hi @Jhorelle Mendoza 

Yes - by the look of the screenshot that would mean you are not in fact Jira administrator. Please contact your Jira administrator to request administrator rights (you can contact them via organization channels or via that form link you can see in the yellow panel once you open Settings menu).

To answer this question:

Can we have multiple administrators on Jira?

Yes - you can have unlimited number of Jira administrators, however, it is recommended to keep that number to a minimum.

[Jhorelle Mendoza]

@Tomislav Tobijas _Koios_  Hello Again!

Is there a way that I can modify/edit this form?
I want to add some information that tells my client to make sure to create a loom video recording and send us the link when submitting a ticket. Is there a way?

[Tomislav Tobijas _Koios_]

Hello @Jhorelle Mendoza !

From what you've described, I would suggest trying out forms in Jira Service Management. Basically, you could create a form with only an informational part or with all fields the same as in the form from the screenshot. Once you create the form, you can connect it with request type(s) where in the example above, that would be request type Technical support.

In the example below, you can see that I've added note panel with some content and also Description field description with some content. You can choose any of the two.

Additionally, if you don't want to use forms, you can simply navigate to Project settings > Request types > *select request type and then just change the display description for some field (e.g., "Description" field).

Hope this helps!

Best,
Tomislav

[Jhorelle Mendoza]

Thanks again for your help!