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Problem with priority field and Due date in QUEUE

Hello Everyone,

I am using JIRA Service Desk Management.

I have created a new Queue and here I have added two fields "Priority" and "Due Date". 

1. In "Priority" field I can only see the icon but not the name(eg: High, Medium. Low etc..)

2. In "Due Date" the value is not displayed. I have set SLA for each status. Or is there any field which can display the closing date of the issue bases on SLA.?


Can anyone please help me to resolve this inconvenient.


Amir Ali Ansari


Below I am attaching the screen of the QUEUE. Here "Pr" means priority whose values are seen as icons(upper arrow), "Fecha de E" means due date whose value is not displayed.

Issues in JSM.png

1 answer

0 votes
Jack Community Leader Jul 14, 2021

Regarding the priority field yes that is the way it is designed to work and this is not configurable. Regarding the due date I would guess that the field is actually empty. For the due date issue can you please click into one of the issues that shows an empty field and verify if there actually is a value in the due date field? If there is then my guess would be that someone may have created a custom Field called due date (unfortunately) and your JQL that is used to find your filter is using this custom field.

Hi Jack, 

Thanks for your kind reply. I am cleared with the designed of the priority field in Queue management.

However the "due date" is not a custom field. I think depending on SLA this due date should be populated.

Jack Community Leader Jul 14, 2021

by default due date is a manually entered field. It isn’t directly connected to any SLA. So unless you have some automation to set the due date it will remain blank until someone manually enters a due date. Now with that said you really don’t need a due date if you’re talking about SLA. The SLAs can be displayed on your cues to give you an idea of where the issue lies wrote it to the  goal. 

But this due date field is disabled field. The user is unable to enter any date here. May be I am missing something important.?

Jack Community Leader Jul 15, 2021

Disabled? There is a system Due date field. I wonder if you have a custom due date field and maybe it is restricted? You might check to see if you have a custom field.

Dear Jack,

Its a system fiel and I enabled it to be displayed in Query but its value is not populated.. 

Jack Community Leader Jul 15, 2021

I guess I need to see a screenshot of a detailed issue view where this field exists.

As you can see, the last field is Due Date. This field has been added in Query management to check the status of varios Incidents.


Issues in JSM.png

Jack Community Leader Jul 15, 2021

OK so you can't edit the due date in that screen. Click into the actual issue where you get the detailed issue view look for the due date and edit the date there

I think I need to do the way you are indicated. Thanks for your support.


One more issue I am facing is in SLA i have defined the "Time to Resolution" but effectively its not working when used.

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