JSM user has Administrator role but cannot customize the portal
Asked by 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?


Answers:
author: Bruna Silva
body: Hello [@Lena Boiser](/t5/user/viewprofilepage/user-id/4833058),

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;](https://support.atlassian.com/jira-service-management-cloud/docs/add-an-announcement-to-the-portal/#Add-an-announcement-to-your-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](https://support.atlassian.com/jira-service-management-cloud/docs/brand-your-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](https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/).

More details about this case can be found in the following document:

* [Customize your help center and portal](https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/)

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

Regards,  
**Bruna**

comments: author: Lena Boiser
body: [@Bruna Silva](/t5/user/viewprofilepage/user-id/3810006) 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?

![Screenshot 2024-06-26 at 9.54.23?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331767i3DA70C9C36AFE56A/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 9.54.23?AM.png")


author: Bruna Silva
body: Hey [@Lena Boiser](/t5/user/viewprofilepage/user-id/4833058)

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](https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-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?](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/)

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


author: Phil Arnold
body: Not sure but is your user an administrator at the individual Service project level too?

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


Tags: cloud

jira-service-management

jira-service-management-cloud