Problem definition

Custom Field assumes default values even if the field is set as empty on customer portal.
On the create issue feature of JIRA, the field can be set as empty and once the issue is created the field will continue empty. However, on Service Desk, even if you set the field as empty, the issue will be created with the default value.

Steps to reproduce the issue

1. Create a custom field with the single select list and a default value.
2. Add the field to the Service Desk request type.
3. Create a Service Desk request with the custom field value 'None'.
   Video available - SDbug.mp4

Expected result

The created request will not have the custom field value because it was changed to 'None' before the creation.

Actual result

The default value of the custom field is displayed in the created request.

Workaround

• Do not specify a default value for the custom field OR
• Create an option to indicate none selected. For example, N/A.
  • None cannot be specified as an option because it will not work.
  • Since N/A is actually a value even though it means 'no value', the value N/A has to be specified in the JQL if you'd like to search for issues with "empty" value for the custom field.