When you assign certain request types in the Customer Portal to groups, you cannot rename the group or simply delete it. It would be nice to have a configuration panel for those.

Workaround

Option #1 (recommended)

Unassign the groups you want renamed from every request type and create a new group, assigning those to a new group.

Option #2 (unsupported)

This option involves data manipulation directly on JIRA's database and should be applied at your own risk. It's strongly recommended to have the database backed up before proceeding and testing such approach on a staging environment.

Service Desk's groups are stored in a database table called AO_54307E_GROUP, which contains the ID for the actual group and a VIEWPORT_ID column which identifies the Service Desk it's associated with. So, in order to rename a group, follow the below instructions.

1. Check the VIEWPORT_ID that corresponds to the Service Desk you want groups modified;

   SELECT "ID" FROM "AO_54307E_VIEWPORT" WHERE "KEY" IN ('sd-project-key');
   

   Replace sd-project-key with the project key for your Service Desk project in lower case.

2. With that ID, run the query below to show all groups associated with that Service Desk;

   SELECT * FROM "AO_54307E_GROUP" WHERE "VIEWPORT_ID" = id-from-step-1;
   

3. Take note of the ID of the group/s you want to modify and run the UPDATE query below accordingly.

   UPDATE "AO_54307E_GROUP" WHERE "ID" = id-from-step-2;