Issue with updating the project name in Jira Service Desk

[Broniszewski Dawid]

Hi,

In our Jira Service Desk, we have a project with the code CKA, originally named "Cykl życia kartoteki artykułu." We decided to change the project name to "Centrum komunikacji analitycznej," while keeping the CKA abbreviation unchanged.

I have updated the project settings wherever possible, created new request types, and forms to align with the new name. From the perspective of the project agents, everything works correctly—the new name "Centrum komunikacji analitycznej" is visible.

However, the main tile on the customer portal still displays the old project name, "Cykl życia kartoteki artykułu," which causes confusion among users submitting requests. I would like this name to be fully updated to "Centrum komunikacji analitycznej" for both agents and customers.

How can I force the complete project name change to reflect correctly for both project agents and users?

[Broniszewski Dawid]

How do you see it? I've changed the name of the portal, and I was also able to change the icon. The project name has been changed as well. Unfortunately, in the view for the customer, the Service Desk still shows the old name and lacks the new description I introduced... the icon has changed... What's even stranger is that there are users within the organization who see the new name. I thought it might be a browser cache issue or something with the cookies... I've cleared the browsers, checked in incognito mode, and even randomly went around the company to verify... two people have the correct, new name displayed...
Do you perhaps have any other ideas?

[Teresa_DevSamurai]

Hi @Broniszewski Dawid

To update the project name on the customer portal, go to Project settings > Portal settings.

In the Customize portal section, you can change the portal name, welcome message, and the logo.

[Broniszewski Dawid]

How do you see it? I've changed the name of the portal, and I was also able to change the icon. The project name has been changed as well. Unfortunately, in the view for the customer, the Service Desk still shows the old name and lacks the new description I introduced... the icon has changed... What's even stranger is that there are users within the organization who see the new name. I thought it might be a browser cache issue or something with the cookies... I've cleared the browsers, checked in incognito mode, and even randomly went around the company to verify... two people have the correct, new name displayed...
Do you perhaps have any other ideas?

[Marc - Devoteam]

Hi @Broniszewski Dawid 

What if you use another browser, make sure to clean cache, history and cookies.

[Broniszewski Dawid]

Hi @Marc - Devoteam 
I've cleared the browser, but unfortunately, nothing has changed. I have no idea how to force the name update. Do you have any other suggestions?

[Marc - Devoteam]

Hi @Broniszewski Dawid 

Is this in your company network?

What if you try it on your mobile phone, on cellular network not Wifi or from home connection.

Is it still the same?

What if you create a sample project, make sure you only can see this and make changes, do they work?

If they do, then it seems a project issue.

Then contact Atlassian Support, as this might be an instance issue?

[Teresa_DevSamurai]

Hi @Broniszewski Dawid

Can you try copying this URL and passing it to another computer or guest account?

[Broniszewski Dawid]

Hi @Marc - Devoteam & @Marc - Devoteam 

I've checked on another computer and tried using a different network (private). I also tested it on different accounts, but unfortunately, it's still the same. The new name is showing correctly for five users, though. Do you think it's time to contact Atlassian support at this point? Any other suggestions?

[Teresa_DevSamurai]

Yes, I recommend that you raise a ticket with Atlassian Support here: https://support.atlassian.com/contact/#/

[Marc - Devoteam]

Hi @Broniszewski Dawid 

Yes, raise an issue at Atlassian Support, it seems something isn't updating in the database in the backend.

That's only for Atlassian to be able to see and adjust.

Let me know what the results are.

[Broniszewski Dawid]

@Teresa_DevSamurai & @Marc - Devoteam 
Thank you for your willingness to help. I'm raising the issue with Atlassian Support. I'll get back to you with an update as soon as I learn something.

[Marc - Devoteam]

Hi @Broniszewski Dawid 

Go to the projects settings and select "Portal settings", there you can change the portal name.

[Jan Westphal]

Hello @Broniszewski Dawid

You can Change the "Look and Feel" in a Service Desk Portal if you are an Admin.

Access your Service Desk Portal, click on your logo in the top right and choose "look and feel" and change the name there.

Best regards,
Jan