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

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 Jira Service Management 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 SLAs for more information.

Issue types and issue type schemes

When a new project is created, Jira Service Management will create a new issue type scheme for the project with the name Jira Service Management Issue Type Scheme for Project <PROJECT KEY>. Jira Service Management 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 Management projects come with 2 request types set up and each of them maps to an issue type: 

Request typeJIRA issue typeDescription
Get IT HelpIT HelpGet assistance for general IT problems and questions [example]
Request a new accountAccessRequest a new account for an internal system [example]


Jira Service Management creates and associates each new service project with a default workflow, named

Jira Service Management IT Support Workflow generated for Project <PROJECT KEY>. A corresponding workflow scheme will be created, named JIRA Service Management IT Support Workflow Scheme generated for <PROJECT KEY>. The workflow scheme by default 

Note: When you enable the service management 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 statusDescriptionStatus shown to customers (on Customer Portal and in notification emails)
Waiting for TriageThe initial status when requests are created.Waiting for Support
Waiting for SupportAfter requests have been triaged and each time the customer/reporter is waiting for a response.Waiting for Support
Waiting for CustomerAfter an agent has actioned a request and is waiting for a response from the customer/reporter.Requester Action Needed
ResolvedWhen the request has been marked as resolved.Resolved


Global permissions

At installation time, Jira Service Management creates a global permission named Jira Service Management 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 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.