Agents receiving 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 errors only when they create tickets from Jira.

Cause

• The user should have Schedule Issues Permission to set the Due Date from the Customer Portal during ticket creation.

• The User should have Schedule Issues and Service Desk Agent Permission 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

Jira administrators should grant Schedule Issues and Service Desk Agent Permission to Custom Project Role.

Please follow the below steps to add Schedule Issues and Service Desk Agent Permission to Custom Project Role in order to set Due Date.

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

In case the issue is still not resolved, feel free to contact Atlassian support.