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Unable to add Due date to Issue View

Hello everyone,

We are unable to add Due date to the issue view. We are able to populate on the request form but not on Agent view I already checked below:

  • Field, Due date is set to show in the Field configuration
  • Due date is also available in the Issue Screen

Thank you in advance!!

Regards,

Kiran

 

2 answers

Hi @Kiran Pamuru ,

Please follow the steps

1. Add "Due Date" field into Issue Screen

2. Go to "Request Type" menu into "Project Settings"

3. In the "Agent View" find "Due Date"

Screen Shot 2021-10-08 at 00.48.28.png

4. In the "Request form", if you need that the user put a date, select this field.

Screen Shot 2021-10-08 at 00.49.56.png

5. In a new issue, the dates fields are in the left side

Screen Shot 2021-10-08 at 00.52.49.png

@Claudio Gonzalez Thank you for your reply.

But, as I said I already added the field to the Issue Screen. It does appear on the Customer request form.

It doesn't appear on the issue view in the agent portal. I checked in all the sections of the issue view.

@Kiran Pamuru 

In our case the Due Date field was located on the left side of the agent view below the description field but only for issues which originate from the service desk portal.

Hi @Kiran Pamuru ,

If you do have the due date field on all the issue screen and request type screens as described in detail by @Claudio Gonzalez , the most likely reason is that your agents don't have the schedule issues permission in your project.

Verify what roles or groups have that permission and make sure your agents are added to either a group or role that has the permission. If you are using a standard setup, the Service Desk Team project role should have that permission and your agents should be assigned to that role.

Hope this helps!

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