Default service desk project configuration
Use this page as a reference for the default configuration of your service desk projects, including custom fields, permissions, and database tables.
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 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 Setting up SLAs for more information. |
| Customer Request Type | String value | Issues must have this field to be a service desk request. |
Request types, issue types, and workflows
The default issue types, request types, and workflows are different for each service desk project type. When you create a new service desk project, you can view these defaults by selecting Request types, Issues types, or Workflows from the Project administration menu.
Project permissions
At installation time, Jira Service Desk creates a project permission called Jira Service Desk agent access. Users who require full access to service desk projects or functionality need to have this permission.
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.
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 set up Jira Service Desk, the following tables will be created in your Jira application database.
General Jira Service Desk:
- AO_54307E_AGENTSIGNAUTRES
- AO_54307E_ASYNCUPGRADERECORD
- AO_54307E_CAPABILITY
- AO_54307E_CONFLUENCEKB
- AO_54307E_CONFLUENCEKBENABLED
- AO_54307E_CONFLUENCEKBLABELS
- AO_54307E_CSATENTRIES
- AO_54307E_CUSTOMGLOBALTHEME
- AO_54307E_CUSTOMTHEME
- AO_54307E_EMAILCHANNELSETTING
- AO_54307E_EMAILSETTINGS
- AO_54307E_GOAL
- AO_54307E_GROUP
- AO_54307E_GROUPTOREQUESTTYPE
- AO_54307E_IMAGES
- AO_54307E_METRICCONDITION
- AO_54307E_PARTICIPANTSETTINGS
- AO_54307E_QUEUE
- AO_54307E_QUEUECOLUMN
- AO_54307E_REPORT
- AO_54307E_SERIES
- AO_54307E_SERVICEDESK
- AO_54307E_STATUSMAPPING
- AO_54307E_THRESHOLD
- AO_54307E_TIMEMETRIC
- AO_54307E_VIEWPORT
- AO_54307E_VIEWPORTFIELD
- AO_54307E_VIEWPORTFIELDVALUE
- AO_54307E_VIEWPORTFORM
Jira Email Processor Plugin:
- AO_2C4E5C_MAILCHANNEL
- AO_2C4E5C_MAILCONNECTION
- AO_2C4E5C_MAILGLOBALHANDLER
- AO_2C4E5C_MAILHANDLER
- AO_2C4E5C_MAILITEM
- AO_2C4E5C_MAILITEMAUDIT
- AO_2C4E5C_MAILITEMCHUNK
- AO_2C4E5C_MAILRUNAUDIT
Automation:
- AO_9B2E3B_EXEC_RULE_MSG_ITEM
- AO_9B2E3B_IF_CONDITION_CONFIG
- AO_9B2E3B_IF_COND_CONF_DATA
- AO_9B2E3B_IF_COND_EXECUTION
- AO_9B2E3B_IF_EXECUTION
- AO_9B2E3B_IF_THEN
- AO_9B2E3B_IF_THEN_EXECUTION
- AO_9B2E3B_PROJECT_USER_CONTEXT
- AO_9B2E3B_RSETREV_PROJ_CONTEXT
- AO_9B2E3B_RSETREV_USER_CONTEXT
- AO_9B2E3B_RULE
- AO_9B2E3B_RULESET
- AO_9B2E3B_RULESET_REVISION
- AO_9B2E3B_RULE_EXECUTION
- AO_9B2E3B_THEN_ACTION_CONFIG
- AO_9B2E3B_THEN_ACT_CONF_DATA
- AO_9B2E3B_THEN_ACT_EXECUTION
- AO_9B2E3B_THEN_EXECUTION
- AO_9B2E3B_WHEN_HANDLER_CONFIG
- AO_9B2E3B_WHEN_HAND_CONF_DATA
Jira Timed Promises Plugin:
- AO_F1B27B_HISTORY_RECORD
- AO_F1B27B_KEY_COMPONENT
- AO_F1B27B_KEY_COMP_HISTORY
- AO_F1B27B_PROMISE
- AO_F1B27B_PROMISE_HISTORY