Agents receive error Field 'duedate' cannot be set in JSM Cloud

Summary

Agents are not able to create a ticket from Jira, and they are receiving the error Field 'duedate' cannot be set. It is not on the appropriate screen, or unknown.

Diagnosis

Agents can create tickets from the Customer Portal, but receive the error "Field 'duedate' cannot be set. It is not on the appropriate screen, or unknown" only when they create tickets from Jira.

Cause

The agent does not have permission to Schedule Issues

• The user has Schedule Issues Permission as a customer to set the Due Date from the Customer Portal during ticket creation.

• The User does not have Schedule Issues permission as an agent to set the due date from Jira during ticket creation.

When using a custom Project Role for Agents or other users, the Custom Project Role should have Service Desk Agent and Schedule Issues permission to set the Due Date.

Solution

Ensure the affected user has permission to Schedule issues in the project. This permission is automatically configured for the default role Service Desk Agent.

1. Navigate to the Project Settings > Access > Project Permissions.

2. Click Actions > Edit Permissions > Grant Permission.

3. Select Schedule Issues > Click Project Role > Select Custom Project Role > Click Grant.

4. Click Actions > Edit Permissions > Grant Permission.

5. Select Service Desk Agent > Click Project Role > Select Custom Project Role > Click Grant.

For more details on Project Permission, refer to Manage project permissions.