Due Date shows for me (admin) but none of my agents can see the Due Date field.
6 answers
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.
(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.
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.
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.
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.
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.
When you add a field to a form in JSM there is a field within that Field's configuration to link the form field to an underly issue field.
(For more information on Forms in JSM Cloud refer to this resource: https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/)
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.
If you click on the gear/cog icon in the far upper right corner near your avatar, what options do you see? If you don't see options like "System", "Projects", and "Issues" then you are not a Jira Product Admin or Jira Site Admin.
I'm not sure about the JSM (Agent/CA-JIRA) user licenses. My profile doesn't reflect any of this.
Since you can access the Forms configuration you are at least assigned to the Administrator role for the Service Management project and also must have at least a JSM Agent license. You may also have other product level access (i.e. Customer or Jira User).
when i click it works perfectly
What is the link that you get (excluding the base URL)? i.e.
https://baseURL/jira/forms/create
I'm interested in the bold part that comes after the baseURL.
When you click that link do you see selection fields at the top of you screen for selecting Project, Request Type, and Form?
Can you confirm the users (agents) are using the same link? Can you get an actual screen image of what they see?
servicedesk/projects/OBR/forms/form/direct/1/10366?requestTypeId=41
I see System, Product, Projects, Issues, and apps, but i don't have access to users/licensing.
Linking the fields, was not part of the screen or request type forms i was using up to a few hours ago, but i did setup a form (much more dynamic) and there was able to link the fields. but that is the form that i created a link for that i asked my user to try and she got the; we cannot load the form alert. so i'm back to square one
Thank you for that additional information.
Okay, I was getting my link from a different location than you were. I've figured out how you were getting your link.
The form is related to a Request Type. If you go to Project Settings / Request Management / Request Types, and find that request type in the list, does it show a closed/red padlock or an open padlock?
And if it shows a closed/red padlock, can you click on that padlock to see what restrictions have been applied?
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