Default service desk project configuration
If required, Jira Service Desk will create the following custom fields:
|Viewport Origin||String value, storing the 'Portal' and 'Request Type' if a request was created through the Customer Portal.||Issues must have this field to be a Jira Service Desk request.|
|Time to resolution||An SLA field, stored in JSON format.||This field stores SLA information for time until a request's resolution is set. See SLAs for more information.|
Issue types and issue type schemes
When a new project is created, Jira Service Desk will create a new issue type scheme for the project with the name JIRA Service Desk Issue Type Scheme for Project <PROJECT KEY>. Jira Service Desk also creates the following issue types and associates them with the issue type scheme:
- 'IT Help'
New Jira Service Desk projects come with 2 request types set up and each of them maps to an issue type:
|Request type||JIRA issue type||Description|
|Get IT Help||IT Help||Get assistance for general IT problems and questions [example]|
|Request a new account||Access||Request a new account for an internal system [example]|
Jira Service Desk creates and associates each new service desk project with a default workflow, named
JIRA Service Desk IT Support Workflow generated for Project <PROJECT KEY>. A corresponding workflow scheme will be created, named JIRA Service Desk IT Support Workflow Scheme generated for <PROJECT KEY>. The workflow scheme by default
Note: When you enable the service desk functionality on an existing project, the project will keep its existing workflow scheme, but you can change it on the workflow schemes page in the JIRA administration console.
Default workflow statuses and status names shown to customers
The default workflow has a few default statues and the status names are converted into customer-friendly names on the customer portal via workflow status mappings. Status mappings can be specified per request type. The 2 default request types have the following workflow status mappings:
|Default workflow status||Description||Status shown to customers (on Customer Portal and in notification emails)|
|Waiting for Triage||The initial status when requests are created.||Waiting for Support|
|Waiting for Support||After requests have been triaged and each time the customer/reporter is waiting for a response.||Waiting for Support|
|Waiting for Customer||After an agent has actioned a request and is waiting for a response from the customer/reporter.||Requester Action Needed|
|Resolved||When the request has been marked as resolved.||Resolved|
At installation time, Jira Service Desk creates a global permission named JIRA Service Desk agent access. If agent based pricing is enabled for the instance, users who require access to agent views or functionality need to have this permission. The number of users who are granted this permission determines how many agent licenses are used on the system.
This page shows the permission configuration for a standard service desk project permission scheme.
- To see an overview of how permissions are set up for a service desk, see Permissions overview.
- If you want to customize the permission scheme, see Customizing JIRA Service Desk permissions.
- If you run into permission-related problems, see Resolving JIRA Service Desk permission errors.
JIRA Service Desk introduces the Service Desk Customer - Portal Access security type. A security type is a concept that allows restriction of users to certain permissions, examples of security types include project roles and groups. Service Desk Customer - Portal Access is a special security type that only applies to users while they are viewing the Customer Portal - it was created specifically to allow customers to use the Customer Portal without giving them access to the internal service desk view and your other JIRA applications.
When you install JIRA Service Desk, the following additional tables will be created in your JIRA application database.