Problem Definition

User Access Admins cannot perform the administrative functions described here at URLs like https://admin.atlassian.com/s/<site id>/jira-service-management/portal-only-customers because they do not have any permission to view site settings.

Previously, site admins could edit the settings found here.

Our documentation says:

Site admins can change the customer’s name associated with a portal-only account.

Suggested Solution

Allow User Access Admins to visit https://admin.atlassian.com/s/<site id>/jira-service-management/portal-only-customers

Why this is important

Previously, site admins had more control over users. User Access Admins have lost that control. Many teams need finer grained controls to ensure security.

Additionally, managing portal only customers is within the scope of User Access Admins role.

Workaround

User access admins can collaborate with organization admins, who are able to navigate to this URL and perform administrative tasks with portal-only customers.

If user's are admins of a JSM project, they may be able to make a sufficient amount of changes at the JSM project level, see instructions here

It may be possible to revert to the old user management UI, thus returning the organization to the old user management interface where site admins exist. Please contact Atlassian support to see whether this is an option for your team.