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 settings 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.  

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_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
Last modified on Nov 22, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.