Can't use 'Due date' for JSD issues?
Asked by David Corlette:

We are using JSM as a way to track requests for Marketing assets (we used the project template), as we find the request portal a nice way for people to "ask" for things. That said, there are some weird JSM limitations that we run into, one key one being that we can't seem to assign 'Due date's to anything.

If I visit an issue in the project and select Configure, it pulls up the issue configuration with the 'Request form' and 'Issue view' tabs. And under the 'Issue view' tab, I can see the field "Due date" under my Context fields.

But if I look at the actual issue, the 'Due date' field does not appear under the main issue panel or any of the detail stuff at right. It's just... missing. Also I can't add 'Due date' to the Request form (I don't really want to do this, but I was trying something - anything - to get it to show up), it appears under 'Fields unavailable in the issue view' which then blathers on about custom field contexts - 'Due date' is of course not a custom field, and there's no explanation of why it can't be used.

We have a partial workaround by using a custom 'Due Date' field (not the differing uppercase), but this breaks some things, notably Plans with Timelines and Calendars and whatnot. It would actually be nice to be able to add a Timeline/Calendar directly to the JSM project rather than creating a custom one - or at least to be able to use a custom date field for calendar display rather than only the ones Jira allows us to use.

So, any thoughts? Is this just some sort of arbitrary JSM restriction, i.e. the designers thought no one would ever want to assign a Due date to a service request? Or is there some workaround?


Answers:
author: David Corlette
body: Ah, OK - turns out that the field was marked as "Hide" in the Field Configuration. Also, it didn't seem to appear when I had it under the 'Description fields' in the Issue view, I had to move it to the Context fields.

Personally, I think there are too many overlapping configurations related to when and where fields are visible...


author: Samuel Gatica
body: Hi [@David Corlette](/t5/user/viewprofilepage/user-id/2080451)

Please check the Permission Scheme of the project and then the **Schedule Issues permissio** ns. Your user/group must have permission to change the **Due Date**.

Hope this helps!

Best regards

Sam

comments: author: David Corlette
body: I do have that permission (as does the entire Service Desk Team), and Permission helper shows all green checkmarks - "JSM does not override"; "Jira Product Discovery does not override"; "Project Role".

And yet no 'Due date' in the Issue view.


author: Samuel Gatica
body: Hi [@David Corlette](/t5/user/viewprofilepage/user-id/2080451)

Can you please confirm if the**Due Date** field was added to the Issue type Screen?

Project Settings -\> Screens

Check that the **Due Date** field is in the Create, Edit, and View operations.

Best regards

Sam


author: David Corlette
body: Well, the field is **Due date** (note lower-case 'date') but yes, it's present on all 3 screens.


author: Samuel Gatica
body: Hi [@David Corlette](/t5/user/viewprofilepage/user-id/2080451)

I'm running out of ideas!, Could you please verify in your system whether you only have the **Due date** system field and that no custom field has been created using the same name?

Best regards

Sam


author: David Corlette
body: There are several Due Date fields, but they all differ slightly at least by capitalization. I can only assume that the system treats capitalization differences as uniqueness.

If it won't break anything, I could try renaming the existing 'Due Date' field to something else to avoid any potential conflict with 'Due date'. I just don't want to mess with anyone else's projects.

The other Due Date fields are mostly 'Due Date (migrated ...)' in some form because they came from some of the several Jiras that were merged.


author: David Corlette
body: OK, I've managed to stump Samuel - anyone else want to take a crack at this?


Tags: cloud

jira-service-management

jira-service-management-cloud