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The people who configured this are no longer with us. Where do I go to look at the configuration? I know all about creating new projects and that they update the customer portal I just can't seem to figure out where to look at how it was configured.


Thanks in advance,



1 answer

@Sherrie_Brown  it depends on what specific configuration you are after.  

If you just want to determine what Service Desk projects are visible on the portal - this is set at the each Service Desk Project level as well as some global settings which are available by jira admins. 

For cloud (and probably similar for server), this is accessed by going to the project in the Jira Service Desk project in Jira (projects) -> Project Settings -> Customer Permissions, which yields:


Screenshot 2019-11-19 18.17.40.png

Please accept answer if this answers your question. If not, let me know what you are trying to configure and I will try to reply to help. Good luck!

@Pete Dunham thank you. I can see all of the projects we have setup and know how to edit projects so that it is reflected in the Customer Portal I just can seem to figure out how the Customer Portal was configured. What I'm trying to figure out is why a customer can't resolve or cancel a ticket she submitted. Maybe it's not even possible for the submitter to do that. I'm not sure.

Hi @Sherrie_Brown

By default each transition is not available to customers.  For each transition, you can enable them by clicking checkmark on "Show transition in the customer portal".  See screenshot below (top right corner).


Screenshot 2019-11-20 10.52.49.png

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