Current State

When multiple Jira Service Management projects are migrated to Cloud, each customer portal is assigned an auto-incremented portal ID number based on the order in which the projects were created or migrated. This ID is reflected in the portal URL:

• /servicedesk/customer/portal/2
• /servicedesk/customer/portal/3

This portal ID is a system-generated, internal database identifier and cannot be changed after migration — not through the UI, the REST API, or by Atlassian Support.

This creates a significant challenge for customers migrating from Server or Data Center, as they cannot preserve or control the portal URLs that their end users, documentation, internal wikis, and bookmarks already reference. After migration, all previously shared portal links become invalid, causing confusion and a poor end-user experience.

The only partial workaround today is to carefully plan the order in which JSM projects are migrated during a test migration, since the first project migrated will receive the lowest available portal ID. However, this approach:

• Only works before the final production migration
• Does not help if projects need to be re-created or added after the initial migration
• Provides no flexibility to adjust portal IDs post-migration

Proposed Future State

Provide an admin-level setting (via UI and/or REST API) that allows JSM Project Administrators or Site Administrators to:

• Option A: Change or reassign the portal ID number for an existing service desk project (e.g., change /portal/3 to /portal/1)
• Option B: Define a custom portal slug or alias alongside the numeric ID (e.g., /servicedesk/customer/portal/it-support instead of /portal/3), allowing friendly, human-readable URLs
• Option C: Allow administrators to define the desired portal ID during Cloud migration, so the portal numbers can match the original Server/DC environment

Any of these options would give administrators control over portal URLs, which is especially critical during and after migration scenarios, and would significantly improve the end-user experience by preserving URL continuity.