JSM user has Administrator role but cannot customize the portal

[Lena Boiser]

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? 

[Bruna Silva]

Hello @Lena Boiser,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that a project administrator can:

• Change the name of the portal;
• Welcome customers with an introduction;
• Add the company’s logo to reflect its brand;
• Add announcements to the portal;

To edit portal details, a project administrator can follow the steps below:

• For Company-managed projects: Open the service project > Go to the Project settings page > Portal settings
• For Team-managed projects: Open the service project > Go to the Project settings page > Channels > Portal settings

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:

• Customize a portal

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:

• Customize your help center and portal

If you have any other questions regarding this matter, please let us know.

Regards,
Bruna

[Lena Boiser]

@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? 

[Bruna Silva]

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:

• Set up your help center and portal

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:

• For Company-managed project:
  • Project settings > People > Add people > Type a Name, email or group > In Role, select Administrators

• For Team-managed project:
  • Project settings > Internal access > Add people > Type a Name, email or group > In Role, select Administrator

More details about service roles can be found in the following document:

• What are project roles in Jira Service Management?

Feel free to share any additional questions or concerns regarding this case, we'll be here to help you.

[Phil Arnold]

Not sure but is your user an administrator at the individual Service project level too?

[Lena Boiser]

The user is actually only an admin on the Service project level. But not an Administrator in Jira, does that affect it?