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Dashboard Hub Pro – Dashboard Not Appearing in Jira Service Management Customer Portal

Dashboard Hub Pro – Dashboard Not Appearing in Jira Service Management Customer Portal

Summary:
This article provides troubleshooting steps to resolve the issue in which a dashboard configured in Dashboard Hub Pro does not appear in the Jira Service Management (JSM) Customer Portal. The solution focuses on permission and restriction settings within the Dashboard Hub Pro app.

Reload the portal after each of the following steps.

1. Enable global access to the Customer Portal

  1. In Jira, go to:
    Admin configuration → Dashboard Hub → Global Settings.

  2. In the Global Access Restriction section, turn on the following toggle:
    Restrict Access in the Customer Portal

With this option enabled, customers and organizations can be added as dashboard viewers via the JSM Customer Portal. Portal users will always have view-only access; they cannot edit dashboards.

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For more detail, see:
Manage access to the Jira Service Management Customer Portal

2. Grant access to customers and organizations at the dashboard level

Even with the global setting enabled, a dashboard will not appear to a customer unless they (or their organization) are explicitly granted access.

  1. Open the relevant dashboard in Dashboard Hub.

  2. Go to the dashboard settings.

  3. Locate the Customer Portal section.

  4. In this section, select:

    • Individual customers (portal users), and/or

    • Organizations that should see this dashboard.

  5. Save the changes.

Only customer portal users and organizations appear in the list. Jira users do not display.

You can make a dashboard available to all organizations, for example, a public roadmap for a software application, by selecting the option for Allow any organization.

After saving the change, the dashboard will be available in the portal to the selected customers and organizations.

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3. Verify what the customer sees in the portal

From the customer’s point of view:

  1. The customer logs in to the JSM customer portal.

  2. In the portal menu, a new option, Dashboard Hub, appears.

  3. When the customer clicks Dashboard Hub, a list of all the dashboards they have access to displays.

Troubleshooting

  • If the Dashboard Hub menu is missing:

    • Ensure the global setting for Restrict Access in the Customer Portal is enabled.

    • Confirm that Dashboard Hub is installed and licensed.

  • If the menu is visible, but the list is empty:

    • Ensure the specific customer or their organization is selected in the dashboard’s Customer Portal settings.

    • Confirm the customer is using the same account that belongs to the organization you configured.