FAQ

Setup and connections

Why did my other connections disappear after I authorized a new instance?

You authorized the new instance with a different Atlassian account than the one already in use. UniPortal replaces the whole connections list with the sites that new account can access, and it removes every earlier instance the account can’t see, with no warning.

For example, User A connects instance_one and instance_two. Later, User B, who has no access to either site, authorizes instance_three. Both instance_one and instance_two disappear from the connections list.

Authorize every instance with the same Atlassian account. See Connections for the setup.

I connected an instance, but it doesn’t show in the dialog. Why?

A newly connected instance has no tabs, and an instance without a tab doesn’t appear in the dialog. Open Configure tabs, select the instance, and select Add tab. See Request Tabs.

How do I show Salesforce or Azure DevOps next to JSM in one dialog?

Connect each tool separately on the Connections screen. Each one then appears as its own tab in the same dialog. For the steps, see Jira Service Management, Salesforce, and Azure DevOps.

Why does UniPortal say it needs new permissions or access?

UniPortal needs a site admin to approve new permissions after an update, and to approve access to each connected tool. The admin screens then show a message that UniPortal needs new permissions, with a Go to Manage apps button, or an Allow access button in the area of the tool. See Connections.

A call from this instance to a connected JSM instance returned HTTP 403, which means the REST API is disabled on that instance. UniPortal makes both screens read-only until a later call to that instance succeeds. Turn the REST API on for that instance: in Jira, go to Marketplace apps > Manage apps and select Take me there. In Atlassian Administration, open UniPortal, go to the Details tab, and select Enable app REST APIs in the App REST APIs section. See Installation.

What customers see

Why can’t I see a colleague’s request even though we’re both customers?

A customer sees a Jira Service Management request only if it belongs to a service space they have customer access to, and they are its reporter, a participant, an approver, or a member of an organization associated with the request. Being a customer in the same space as a colleague isn’t enough on its own. See Request visibility for the full rule, including the difference between company-managed and team-managed spaces, and for Salesforce and Azure DevOps.

Dialog variants and tabs

Why does a colleague see a different dialog than I do?

Your colleague belongs to a Jira group or a JSM organization that has its own dialog variant. UniPortal matches customers to variants by group and organization. See Dialog Variants.

What happens if a user matches more than one dialog variant?

UniPortal shows the first matching variant in the variant order. A user who matches no variant sees the Default (everyone else) dialog. To change the order, select Change order in the Dialog variant field.

Why doesn’t my customer match a variant that targets a Jira group?

Portal-only customers are not members of Jira groups, so a variant that targets a group never matches them. Target them with a JSM organization instead. UniPortal also caches membership, so a recent change to a group or organization may not apply immediately.

Why do customers in my new variant see no requests?

A new variant starts with no tabs. Add at least one tab for at least one instance in Configure tabs. See Request Tabs.

Why does my variant show a warning about groups or organizations that no longer exist?

A group or organization of the variant was deleted or renamed in Jira. UniPortal matches by name, so select the new name in the Edit window of the variant. Until then, the variant keeps working for its remaining members. See Dialog Variants.