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Deadline/Due date in a Ticket

Zakia Marrakchi

Hello all,

When creating Service desk screens, we added Deadline/Due Date as an optional field.

Then, when the client fills this field, it's OK we can see it in the detail of the ticket (from the agent view). But, when this field is empty, it is not visible in the ticket details (agent view) and we can't add it as field in the ticket. This list of suggested fields to add in the descirpion of a ticket, doesn't contain this deadline date.

How can we add this field to a ticket in order to fill it ?

Hope this is clear.

Any help whould be much appreciated!

Thanks

Accepted answers

Dirk Ronsmans

Hi @Zakia Marrakchi ,

Considering that the field is available for the customer to enter the details in to and also that you can see it when they added some data to it, i'm going to assume it is configured fine for your project and your view screen.

Normally your Jira issue type has 2 (or 3) screens associated to it.

Create Screen
Edit Screen
View Screen

To configure these you can go to "project settings" -> "Screens", and choose the correct issue type/screen

Could you check there first to see if you have 1 or multiple screens configured and if you have the ability to change the "edit"-screen?

An other trick could be to click the "Admin" button on top and choose "Where's my field"

This should help you in showing why it is not on the screen

Zakia Marrakchi

Hi @Dirk Ronsmans

Many thanks for your response. Yes I did already checked wher is my field and it was said this :

Field Configuration : Everything is OK

Field Value : The Field 'Due date' nhas no value for the le ticket XXX and will not be displayed on the ticket page. Configure this field value to be displayed.

:-( nothing else how to configure it to be displayed even if it is null value.

Also, I have configured the 3 screens :

Create Screen
Edit Screen
View Screen

And I can change them.

Thanks

Joseph Chung Yin

@Zakia Marrakchi -

There is another issue in your configuration - Resolution should never be editable in the EDIT ISSUE SCREEN. This field (by standard) should be controlled via your WF. When an issue moves to CLOSED status, this is typically the place where resolution is populated.

You will need to remove RESOLUTION field from your EDIT ISSUE SCREEN. It should only be placed in the VIEW ISSUE SCREEN. In addition, you also should update your FIELDS configuration scheme to make this field optional. The enforcement of this field is also placed within your WF.

On the other hand, are you still having problem with the system's "DUE DATE" field?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Tessa Tuteleers

In your thread with @Dirk Ronsmans I can see that yu have found the due date field on the edit screen, huuray!!

This is where you will find the due date as long as it's empty (not for inline edits)

However, this is for a closed ticket. A few questions and (hopefully) their solutions
- Do you have the "normal" edit button on an open ticket? If not, your workflow might prohibit you to edit the issue in those statusses with a property. Check for those.

- If you have the "normal" edit button on the open status, is the Resolution mandatory even then? This would mean that you can't update the ticket in any way as long as you don't have a resolution and that should be fixed. The resolution should not be on the edit screen, and certainly not mandatory for open statusses. The resolution should only be on the view screen and transition screens to a done status. Then you can make it mandatory with a validator or status property.

If neither of those ring any bells or help at all, please provide screenshots of the edit screen in an initial status, the workflow, and the properties of said status in the workflow so we can troubleshoot further

Have a great weekend!

All comments

Dirk Ronsmans

Hi @Zakia Marrakchi ,

Normally your Jira issue type has 2 (or 3) screens associated to it.

Create Screen
Edit Screen
View Screen

To configure these you can go to "project settings" -> "Screens", and choose the correct issue type/screen

Could you check there first to see if you have 1 or multiple screens configured and if you have the ability to change the "edit"-screen?

An other trick could be to click the "Admin" button on top and choose "Where's my field"

This should help you in showing why it is not on the screen

Zakia Marrakchi

Hi @Dirk Ronsmans

Many thanks for your response. Yes I did already checked wher is my field and it was said this :

Field Configuration : Everything is OK

Field Value : The Field 'Due date' nhas no value for the le ticket XXX and will not be displayed on the ticket page. Configure this field value to be displayed.

:-( nothing else how to configure it to be displayed even if it is null value.

Also, I have configured the 3 screens :

Create Screen
Edit Screen
View Screen

And I can change them.

Thanks

Dirk Ronsmans

Oh ok, well if it is empty (null value) it is by design that it won't show up in your view screen.

However, if you go to "edit" then it should be on your edit screen. (or at least if it is configured on your edit screen)

It is an open request to have this option https://jira.atlassian.com/browse/JRASERVER-2997

Zakia Marrakchi

It is on my 3 screens including "Edit Screen" and it is shown as system field.

Zakia Marrakchi

It is not a custom field but maybe should I create a custom field and then it could be displayed?

Joseph Chung Yin

@Zakia Marrakchi -

On the other hand, are you still having problem with the system's "DUE DATE" field?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Dirk Ronsmans

Good catch!

As a side not tho I do feel that moving an issue to Resolved is often a better spot to place the Resolution as a lot of issues will be auto-closed and I personally hate the fact that it is then done with a default Resolution..

Joseph Chung Yin

@Dirk Ronsmans -

In the WF, one can create a pop-up screen for users to select the appropriate RESOLUTION value from the Resolution dropdown list, if you don't want to default the resolution value.

This window (screen) can just be added to the WF transition to the desired terminal WF status.

Best, Joseph

Dirk Ronsmans

Absolutetly, my point is that if you add that transition screen to the transition to Closed you almost force a fixed Resolution.

If you Resolve an issue or a Customer resolves an issue from the portal and you don't set the resolution yet the default behaviour is to auto-close the issue after x days.

So if you only have a Resolution transition window on your transition(s) to Closed you need to catch that with a fixed Resolution which isn't relevant.

So for me, adding the transition screen where you pick the Resolution to the transitions towards "Resolved/Completed" makes a lot more sense than when you Close the issue

Tessa Tuteleers

In your thread with @Dirk Ronsmans I can see that yu have found the due date field on the edit screen, huuray!!

This is where you will find the due date as long as it's empty (not for inline edits)

Have a great weekend!

Zakia Marrakchi

Many thanks for your help!

I am in the second case, where "Edit" is available for all tickets. So I remove the "Resolution" field from the screen of Edit a ticket and now i can open "Edit", enter a due date save and then it is visible in my ticket.

Thanks to all for your help!

Regards

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