要約

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

環境

Jira Service Management Cloud 

診断

From Customer Portal , Agents are able to create tickets but receiving error only when they create tickets from Jira.

原因

• To set Due Date from Customer Portal during ticket creation , User should have Schedule Issues Permission.
• To set Due Date from Jira during ticket creation, User should have Schedule Issues and Service Desk Agent Permission.

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

ソリューション

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.

• Navigate to Project > Project Settings > Permissions
• Click Actions > Edit Permissions > Grant Permission
• Select Schedule Issues > Click Project Role > Select Custom Project Role > Click Grant
• Click Actions > Edit Permissions > Grant Permission
• 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.