nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Due Date shows for me (admin) but none of my agents can see the Due Date field.

Dan Mitchell_9alkxq

Due Date (DD) is on the screen and request form, but none of my agents see the field which is required.

Members have all "issue permissions" except Delete Issues and Modify Reporter, other permissions are also included, so it's unclear why DD isn't showing for Agents.

I had DD on the request form which they couldn't see, so i moved DD to the Issue view, and they still cannot see DD.

I'm baffled by the idea that a staple like DD is not available to users.

Please advise!

Accepted answers

All comments

Trudy P Claspill

Hello @Dan Mitchell

Welcome to the Atlassian community.

Are you working with the Cloud product or the self-hosted/Data Center product?

Can you confirm for us the type of project you are using? Get that information from the View All Projects page under the Projects menu. Find your project in the list and tell us what it says in the Type column. Based on what you said I think you are using a Service Management project, but I'd like to confirm that. Also, if you are working with the Cloud product I'd like to know if this is a Company Managed or Team Managed project, which will be shown in the Type column.

Can you provide a screen image of what you see, and another screen image of what the other users see?

Dan Mitchell_9alkxq

Definitely using type: Service Management

The OBR project does 1 thing, It provides a single request form that contains 4 options, each of which triggers an issue to be created in other existing projects. Once those 1/4 options have been triggered, effectively the OBR issue is complete, even though the reporter would monitor to see if all issues created(linked) are completed before closing the OBR request.

The due date needs to be provided as it will be the due date for the other issues created from the OBR request.

I couldn't login as others to see what they see today (short staffed also) but based on the last observations, what they see mimics the Screen (black box, left side of image).

Whereas when I create, i see the Request Form (which doesn't currently show the DD), but toggling the "use request type fields (i)" option [Which i guess i'm the only one that sees this option] allows me to then see the DD field (see orange box) allowing me to see the Issue view effectively... But i'm the only one that can do that... Ideally i want the DD back on the request form, and i want that to be the form agents use (internally, no public portal access) to submit the request that triggers up to four events.

OBR screens.jpg

Trudy P Claspill

(Disclaimer: I don't work much with JSM forms, so I'm puzzling this out through experimentation.)

TL;DR

If the agents are expected to use the form alone, not through the portal, then you need to make sure that the Due date field is actually on the form itself. You may also need to link the form field to the issue field named "Due date" otherwise the data will be only in the form attached to the OBR issue.

The Long Answer:

It looks like you are using JSM Cloud.

Can you tell us if this is a Team Managed or Company Managed JSM project?

If the Type column says only Service Management, then it is Company Managed. If it is Team Managed then the column will say Team-managed service management.

How are the agents accessing the form? You said the agents don't use the portal, so are they accessing the form through a link you provided to them?

https://support.atlassian.com/jira-service-management-cloud/docs/create-an-issue-using-a-form/

If they use the Create issue button from the menu bar they will, by default, get the Create Issue screen, not the Form. The Create Issue screen would be the screen you configured (as shown in the black box) that is associated to the Create Operation in the Screen Scheme associated to the project through the Issue Type Screen Scheme.

(I haven't yet found anything about the Use request form fields toggle in the Create Issue dialog being limited to administrators.)

I created a request form in a Company Managed JSM project and attached it to a Request Type. When I go to the Request Types page (Project Settings / Request Management / Request Types) and click the specified Request Type, then I get a screen like you see with the three tabs at the top.

When I click on the Request Form tab I see that there are some fields listed at the top, and then below that there is the Form itself.

Screenshot 2025-01-02 at 11.41.15 AM.png

The fields shown in Attached form don't necessarily match one-to-one with the fields shown above.

If a customer was raising the issue through the portal, then would see both the fields above and the form below.

Screenshot 2025-01-02 at 11.46.41 AM.png

Looking again at those three tabs, if you select the Issue view tab what that shows you is the layout of fields seen when Viewing an issue (as a licensed user/agent) that has already been created. These fields may not be the same field shown in the Create Issue screen. In a Screen Scheme you can have different screens (with different fields) associated to the Create operation versus the View operation. So, seeing that the Due date is in the Issue view tab does not guarantee that it is also in the Create Issue screen or visible in the Form associated with the request type.

Dan Mitchell_9alkxq

Service Management (Company Managed)

Dan Mitchell_9alkxq

they access the from within Jira using the Create Button and choosing the OBR Project to submit a request. And the format they get resembles the "Screen" scheme, but why then when i choose the very same create button, i get the request form... How can i make so they get it?

Dan Mitchell_9alkxq

Regarding "You may also need to link the form field to the issue field named "Due date" otherwise the data will be only in the form attached to the OBR issue."

I'm not sure i know how to link the form field to the issue field, I don't see any options on the DD Field (in my OBR Fields) or from the screens/request form that offer anything that would allow linking.

Granted I'm new to Jira, still learning

Trudy P Claspill

Service Management (Company Managed)

they access the from within Jira using the Create Button and choosing the OBR Project to submit a request. And the format they get resembles the "Screen" scheme, but why then when i choose the very same create button, i get the request form... How can i make so they get it?

Can you provide screen images pointing out the button that you click to create the issue, and the initial screen image that you get?

What is your access within Jira? Are you a Jira Product Administrator? Are you assigned to the Administrator role for this specific project? Have you been granted a JSM Agent user license, and/or a JSM Customer Access, and/or a Jira user license?

Dan Mitchell_9alkxq

So i added a form, thinking lets go that route, and created a link, when i click it works perfectly (haven't created from yet, so will test that next), but my user when they click the link, they get

<!> We couldn't load your form

regarding admin status, I can't see users/myself in system, so i'm thinking i'm only a project admin.. My profile doesn't say.

I'm not sure about the JSM (Agent/CA-JIRA) user licenses. My profile doesn't reflect any of this.

Dan Mitchell_9alkxq

Posted in wrong place...

So i added a form, thinking lets go that route, and created a link, when i click it works perfectly (haven't created from yet, so will test that next), but my user when they click the link, they get

<!> We couldn't load your form

regarding admin status, I can't see users/myself in system, so i'm thinking i'm only a project admin.. My profile doesn't say.

I'm not sure about the JSM (Agent/CA-JIRA) user licenses. My profile doesn't reflect any of this.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

due-date

jira-work-management

request

screens