How to update a customer name in JSM

[Sandra Mack]

I have admin rights to JSM, and reviewed the instructions to do this task, I am not finding the option for portal only customers to get to the option to Edit Full name.

[Mikael Sandberg · Accepted solution]

For portal only customers you have to go to admin.atlassian.com > Apps > Jira Service Management and from here you can lookup the customer and change their name.

[Sandra Mack]

Thank you Community - I found the option to Edit full name
Going to the sprocket > Apps > Jira Service Management > Portal customers only
search for user > Edit full name and Save

[Trudy Claspill]

Hello @Sandra Mack 

Can you provide a link to the instructions you are using?

I found these instructions:

https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/

Is your environment using Centralized or Original User Management?

What is your level of admin access? Are you an Organization Admin, or a Site Admin or both?

Can you provide a screen image of what you see? Are you not finding the Portal Only Customers option or not finding the Edit Full Name option?

[Sandra Mack]

https://support.atlassian.com/jira-service-management-cloud/docs/edit-a-customers-name/

[Sandra Mack]

I am the Organization Admin

[Trudy Claspill]

Is your environment using Centralized or Original User Management?

Which specific set of steps are you following?

At what point does what you see stop matching the instructions?

Can you provide a screen image of what you see? Are you not finding the Portal Only Customers option or not finding the Edit Full Name option?

[Sandra Mack]

I go to Settings > User Management - I do not have the option for Jira Service Management or Products on the side bar.

See attached

[Sandra Mack]

[Mikael Sandberg]

Okay, in the new centralized UI you have to click on Apps > Sites > your site and from here you will see Jira Service Management > Portal only customers. 

[Trudy Claspill]

The terminology has changed. "Apps" is the new term for "Products".

[Sandra Mack]

I am still unable to access the area where I can update a name.

[Trudy Claspill]

When you click on Apps does it expand to show you the option for Sites?

If you expand Sites, do you see your Organization listed?

If you click on your Organization there, do you get a new panel that includes an option named "Jira Service Management"?

If you expand Jira Service Management, do you then see the option for "Portal customers only"?

If you click on "Portal customers only" do you then see a list of customers on the right in a table that includes a column labeled Actions, where that column includes the option to "Edit full name"?

If you are not seeing comparable information at any point in the above, please provide screen images of what you are seeing (obscuring confidential data).

[Mikael Sandberg]

From admin, expand Apps > Sites to see your instances.

Next under Site settings you should see Jira Service Management and Portal customers only

And from here you can change the full name

[Sandra Mack]

I don't have that option under Sites

[Trudy Claspill]

You have to select one of the Sites that is in the list - nationalaaa or nationalaaa-sandbox...

Then you should see these options.