JIRA Service Desk - JIRA Configuration
Database tables
When you install the JIRA Service Desk add-on into your JIRA instance, the following additional tables will be created in your JIRA database.
- AO_54307E_CAPABILITY
- AO_54307E_CONFLUENCE
- AO_54307E_CONFLUENCEKB
- AO_54307E_CONFLUENCEKBENABLED
- AO_54307E_CONFLUENCEKBLABELS
- AO_54307E_CUSTOMTHEME
- AO_54307E_EMAILSETTINGS
- AO_54307E_GOAL
- AO_54307E_GROUP
- AO_54307E_GROUPTOREQUESTTYPE
- AO_54307E_IMAGES
- AO_54307E_METRICCONDITION
- AO_54307E_QUEUE
- AO_54307E_QUEUECOLUMN
- AO_54307E_REPORT
- AO_54307E_SERIES
- AO_54307E_SERVICEDESK
- AO_54307E_STATUSMAPPING
- AO_54307E_TIMEMETRIC
- AO_54307E_VIEWPORT
- AO_54307E_VIEWPORTFIELD
- AO_54307E_VIEWPORTVALUE
- AO_54307E_VIEWPORTFIELDVALUE
- AO_54307E_VIEWPORTFORM
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Custom fields
If required, JIRA Service Desk will create the following JIRA custom field:
| Custom field | Type | Notes |
|---|---|---|
| Customer Request Type | String value | Issues must have this field to be a JIRA Service Desk request. Otherwise, they are regular JIRA issues. |
| 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. |
| Request participants | List of user keys | This field stores the list of request participants in each issue. See Adding people to participate in issues for more information. |
When you create new time metrics for SLAs, JIRA Service Desk will create a custom field with the same name as the metric name. It will store SLA information in the same format as the Time to resolution custom field mentioned above.
Issue types and issue type scheme
At installation time, JIRA Service Desk creates the following JIRA issue types in JIRA.
- IT Help
- Purchase
- Change
- Fault
- Access
When you create a service desk project, a new issue type scheme with these five issue types will be created for the project. The scheme is named JIRA Service Desk Issue Type Scheme for Project <PROJECT KEY> .
Request types
New service desk projects come with 2 request types set up:
| Request name | 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] |
Workflow
When you create a service desk project, JIRA Service Desk will create a default IT Support workflow for the project. The workflow is named JIRA Service Desk IT Support Workflow generated for Project <PROJECT KEY>. A corresponding workflow scheme is also created, named JIRA Service Desk IT Support Workflow Scheme generated for <PROJECT KEY>.
To learn more about how these two settings work, check workflow and workflow scheme in the JIRA documentation.
Note: An existing project being enabled as a service desk will keep its existing workflow scheme. You can change the workflow on the workflow schemes page in JIRA administration.
Default generated workflow statuses
| Workflow status | Description |
|---|---|
| Waiting for Triage | The initial status when requests are created. |
| Waiting for Support | After requests have been triaged and each time the customer/reporter is waiting for a response. |
| Waiting for Customer | After an agent has actioned a request and is waiting for a response from the customer/reporter. |
| Resolved | When the request has been marked as resolved. |
Status mappings
The workflow status names shown above are converted into customer-friendly names on the customer portal via workflow status mappings. You can configure the status mapping per request type. The 2 default request types have the following workflow status mappings:
| Workflow status in JIRA | Status shown to customer (on Customer Portal and in email notifications) |
|---|---|
| Waiting for Triage | Waiting for Support |
| Waiting for Support | Waiting for Support |
| Waiting for Customer | Requester Action Needed |
| Resolved | Resolved |
Permissions
Global permissions
JIRA Service Desk creates the service-desk-agents group and the JIRA Service Desk agent access global permission. JIRA Service Desk uses these two new settings to manage license allocation. Do not modify these two settings directly. If you want to change license allocation, use the Manage Agents page in the administration console. See Managing agents.
Project permissions and security types
Project permissions control the functionalities available to users in a service desk project. For information about permission setup for a service desk project, see JIRA Service Desk permissions.
JIRA Service Desk introduces a new security type named Service Desk Customer - Portal Access. 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 allows customers to use the Customer Portal without giving them access to JIRA.