I have identified an issue where the due date field is not visible to software users.

[Rahul Borade]

I have identified an issue where the due date field is not visible to software users, while it is correctly displayed for service management users. Software users are creating requests within Service Management projects. @Chhaya Bandgar 

Attached is a screenshot of the project permissions we have configured.

[Cristian0791]

Hi Rahul,

Could you please check if the "due date" field is set as non-mandatory in the "Customer Request Type" that users are completing before submitting a ticket?

Since the software users are considered Customers in the Jira Service Management project, they can only view the fields available in the Customer Request.

To address this, you could:

1. Make the "due date" field non-mandatory in the Customer Request Type.
2. Create an automation rule:
   • When: Field value changes for "Due Date"
   • Issue Field Condition: Customer request type is (your value)
   • Then: Add a comment to the issue with the due date. (You'll need to find the ID for the Due Date field and then you can add a comment like: "Due Date: {{duedate}}")

This second solution will ensure the due date is included in the ticket comments.

[Alex Koxaras _Relational_]

Jira users are not customers Cristian. They are considered collaborators. They have access to agent's view where they can make internal comments and upload attachments to the issue. They can view all fields available to agents, but they can't do anything else within a JSM project except internal comments and attachments.

[shib saha]

Did you check the 'scheduled issue' permission on the service project , user needs this permission to set the due date of an issue.

And which role have you assigned to the Software users? that is also something you need to check.

Collaborators
Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available. 

[Alex Koxaras _Relational_]

The schedule issue permission allows users to edit the due date. It has nothing to do with the visibility of the field.

[Alex Koxaras _Relational_]

Hi @Rahul Borade 

Jira software users, without a valid JSM license will not be able to edit issues within the JSM project. They will only be able to add comments and attachments.

In addition the image you shared seems broken.