create a due date

Cathleen Santos

How do you add a due date in jira service management?

Anwesha Pan

Hi @Cathleen Santos 👋🏻

In Jira Service Management (JSM), adding or setting a Due date depends on whether you are doing it on an existing ticket, configuring it for agents on the issue view, or adding it to the customer portal form. However you can configure Due Date by following the below steps:

1. Setting a Due Date on an Existing Ticket (Agent View)

1. Open the request/ticket in your JSM project.
2. In the right-hand Details panel—> locate the Due date field.
3. Click the field to open the calendar picker and select a date.
   
4. (If you don't see the field): Click Configure / Find fields at the top right of the issue details panel to check if Due date is hidden.

2. Adding the Due Date Field to the Agent Issue View

If the field isn't appearing on tickets, add it to the project's issue layout:

For Company-Managed JSM Projects:

1. Go to Project settings (bottom left of sidebar) → Issue types (or Screens).
2. Select the issue type (e.g., Service Request, Incident, Change).
3. Under Issue layout (or screen scheme), find Due date from the right-hand panel (Available fields) and drag it into the Description or Context / Details section.
4. Click Save changes.

For Team-Managed JSM Projects:

1. Go to Project settings → Request types.
2. Select the request type you want to modify.
3. Click Issue view.
4. Drag the Due date field from the right sidebar onto the issue view layout.
5. Click Save changes.

3. Adding Due Date to the Customer Portal Form (Optional)

If you want customers/reporters to set their own target date when raising a request:

1. Go to Project settings → Request types.
2. Select the specific request type.
3. Under the Request form tab, drag Due date from the right side into the form fields list.
4. Optionally customize the label (e.g., "Needed by date").
5. Click Save changes.

4. Automatically Setting Due Dates with SLAs or Automation (Best Practice)

In JSM, teams often automate due dates rather than entering them manually:

• Using SLAs: Set up an SLA in Project settings → SLAs (e.g., Time to resolution) so target deadlines calculate automatically based on business hours and priority.
• Using Jira Automation:
  1. Go to Project settings → Automation.
  2. Create a rule: Trigger (e.g., Issue created) → Action (Edit issue → set Due date to {{now.plusDays(3)}}) accordingly.

I hope this answers your question. 🙂

Thanks,
Anwesha