Default service project configuration

Use this page as a reference for the default configuration of your service projects, including custom fields, permissions, and database tables. 

Custom fields

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

Custom fieldTypeNotes
Viewport OriginString 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 resolutionAn 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 TypeString valueIssues 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 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 Management creates a project permission called Jira Service Management 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 project permission scheme.  

Security types

Jira Service Management 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 project view and your other Jira applications.

Database tables

When you set up Jira Service Management, the following tables will be created in your Jira application database. 

General Jira Service Management:

  • 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 Apr 27, 2021

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