Connections
UniPortal does not require multiple instances to function. It operates perfectly on a single Jira Service Management instance, serving as a custom landing page and upgrading the native customer view with an advanced request table.
How to connect tools
- Go to the global settings > UniPortal > Connections
- Click Connect new tool
- Choose which tool you want to connect:
- Jira Service Management (JSM): You will be automatically redirected to the native Atlassian authorization page to grant permissions via a 3LO app.
- Salesforce: Enter your Salesforce instance credentials and complete the authentication setup screen to finalize your Salesforce to Jira integration.
- Azure DevOps: Provide your Azure DevOps instance details and authenticate using a secure token.
Caution
Crucial rule: Always start by authorizing the local instance first!
Before linking multiple sites together, each individual Jira instance must first be authorized to itself. For example, if you are working on https://instance_one.atlassian.net, you must first click Connect new tool, select Jira Service Management, and authorize https://instance_one.atlassian.net on this local screen.
When you later switch to https://instance_two.atlassian.net, you must repeat the exact same process locally - choose Jira Service Management and authorize https://instance_two.atlassian.net to itself. Because both instances share the same UniPortal 3LO application framework on the backend, the app will automatically recognize the existing connection, identify the primary “Master” environment, and seamlessly designate the new instance as a “Slave”.
After completing this procedure, your connected instance will appear in the dashboard. For JSM environments, one specific instance will be visually designated as the “Master”.
Tip
By default, the name in the Connected tool column is the base URL from your Instance URL. Because this exact name will be displayed on the customer portal as the tab title where users view their tickets, we highly recommend clicking the pencil icon to edit and rename it to something clear (e.g., “IT Help Desk” or “Dev Tasks”).
Inside the connections dashboard
At the very top of the screen, you will find quick-reference cards showing your essential licensing metrics: your total number of licensed users and exactly which JSM environment is currently being counted toward your license size.
Right below that sits your main configuration table, which breaks down everything you need to know about your integrations at a glance:
- Connected tool: Shows the platform icon, its display name, and system badges like the purple “Master” tag
- Instance URL: A direct, clickable link to that specific platform’s base address
- Connected by: Tells you exactly who authorized the connection
- Status: A live, green “Connected” badge letting you know the integration is up and running smoothly
Quick actions you can take here:
- Edit layout: Jump straight into configuring the ticket tables and custom fields for that specific instance.
- Set as Master (under ”…” More options): This option registers the selected instance as the primary “Master” across all connected environments. The newly declared Master will immediately push its layout, JSM portal configurations, and global settings to all other connected nodes (Slaves).
- Refresh (under ”…” More options / Global Table): Triggers a background sync process that performs three essential tasks:
- Re-checks active subscription/license tiers across instances.
- Re-propagates local JSM portal configurations and schema details.
- Live-updates the status and layout of your Connections table.
- More options (…): Found at the far right of each row whenever you need to reconnect or delete an integration.
Caution
A critical rule for configuration is that all connected instances must be authorized by the exact same user account. If a different user attempts to authorize a subsequent instance, it will automatically deauthorize the previously connected sites. To prevent this, you must use a dedicated “technical user” (service account) to handle all instance authorizations.