We have a JSM user already given an Administrator role in the JSM project but he still can't see the customize portal option when he views our portals. I have the same role and I have no issues.
Is there a permission setting I'm missing?
Hello @Lena Boiser,
Thank you for reaching out to Atlassian Community!
Allow me to share with you that a project administrator can:
To edit portal details, a project administrator can follow the steps below:
On this page, they can edit the Portal name, Introduction text, and Logo fields as needed.
You can see more details about it in the following document:
Thus, when accessing the customer portal, a project administrator will see the Announcement option instead of Customize. The Customize option is only available to users who also have the ability to customize the Help Center, usually users with Jira Administer global permission.
More details about this case can be found in the following document:
If you have any other questions regarding this matter, please let us know.
Regards,
Bruna
@Bruna Silva Thank you for the help. Just to confirm, if the user is added to any of the groups with the Jira Administer global permission, that would automatically allow that user to customize the portal in JSM?
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Hey @Lena Boiser
For this case, it's important to note that when we sign up for a Jira Service Management site, a default help center is automatically created for your site with a URL similar to https://<instance>.atlassian.net/servicedesk/customer/portals.
For each service project you create, a corresponding portal also gets automatically created with a URL similar to https://<instance>.atlassian.net/servicedesk/customer/portal/<portalID>.
You can find more details about it in the following document:
Therefore, to edit the Help Center settings, it's necessary to be added to one of the groups that have Administer Jira Global permission(shown in the screenshot you provided).
However, to edit Portal settings associated with a specific service project, it's not necessary to have Administer Jira Global permission, but the user must have a Jira Service Management license and be added as Administrator under the project.
Thus, for a user to be considered an Administrator in the project:
More details about service roles can be found in the following document:
Feel free to share any additional questions or concerns regarding this case, we'll be here to help you.
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Not sure but is your user an administrator at the individual Service project level too?
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The user is actually only an admin on the Service project level. But not an Administrator in Jira, does that affect it?
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