Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-1926

Custom Field assumes default values even if the field is set as empty on customer portal

XMLWordPrintable

      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.

        1. SDbug.mp4
          2.75 MB

          Form Name

            [JSDSERVER-1926] Custom Field assumes default values even if the field is set as empty on customer portal

            Ishwinder Kaur added a comment -
            Atlassian Update - 03 March 2025

            Hi,

            At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.

            This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.

            We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.

            To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - Atlassian Update - 03 March 2025 Hi, At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products. This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact. We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues , current work, and future plans . Kind regards, Jira Service Management Data Center

              Unassigned Unassigned
              psilveira Paula Silveira
              Affected customers:
              4 This affects my team
              Watchers:
              9 Start watching this issue

                Created:
                Updated:
                Resolved: