Default service desk project configuration

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Use this page as a reference for the default configuration (including custom fields, issue types, workflow, and permission scheme) of your JIRA Service Desk projects: 


Custom fields

If required,  Jira Service Desk  will create the following custom fields:

Custom field Type Notes
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'
  • 'Purchase'
  • 'Change'
  • 'Fault'
  • 'Access'

Request types

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


Global permissions

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.

Project permissions

This page shows the permission configuration for a standard service desk project permission scheme.  

Security types

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.

Database tables

When you install JIRA Service Desk, the following additional tables will be created in your JIRA application database. 

  • AO_54307E_GOAL
  • AO_54307E_GROUP
  • AO_54307E_IMAGES
  • AO_54307E_QUEUE
  • AO_54307E_REPORT
  • AO_54307E_SERIES
  • AO_54307E_VIEWPORT
Last modified on Sep 15, 2015

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