Custom Drop Down Field not displaying selectable options in JSM Form when users type in the field

[Julia Watson-Clarke]

Hey Community,

Our internal JSM portal has a Form which has a custom drop down field that allows requesters to select a client from the list.

This field has 232 options in the drop down list. Our requesters therefore tend to type which client they want to select so that the drop down filters out the correct option.

Up until recently this worked fine. However, on this specific drop down field, the ability to type and filter options is no longer working.

I've tried other drop down fields on the form and they are working.

Is this a bug e.g. has the drop down field exceeded the number of options that would allow this functionality to perform correctly?

Thank you.

[Julia Watson-Clarke]

Hi all,

Thanks again for your input on this. I reached out to Atlassian Support and they have confirmed it is a known bug:

https://jira.atlassian.com/browse/JSDCLOUD-18660

Which means I'm not going mad, phew lol!

Julia.

[Trudy Claspill]

Did you not say that it works for some fields and not others? Their bug does not indicate that it is intermittent.

[Trudy Claspill]

Hello @Julia Watson-Clarke 

What type of Space does this concern; Team-managed or Company-managed?

Is the Form field linked to an underlying Jira work item field?

[Julia Watson-Clarke]

Hi @Trudy Claspill ,

It is a Company-Managed Service Space.

The field is linked to an underlying Jira work item field (our 'client' custom field which is a multi-select field).

Thanks,

Julia.

[Trudy Claspill]

Thank you for that additional information. 

Do any of your other dropdown fields have a comparable number of options?

Is the same thing happening for other people who test the form?

Have you tried a different browser app or a private browser window, to see if it has anything to do with cached data?

I have not found anything so far in my internet searching about limits on the number of options in a dropdown, except for Team-managed projects.

If multiple users are seeing the same behaviour, and you can pinpoint a date when you knew it last worked as expected, I would recommend opening a support case directly with Atlassian.

[Julia Watson-Clarke]

Thanks @Trudy Claspill 

I've recreated the issue on a similar field that only contains 3 drop down options so I do think this is a more general bug (and not linked to the huge number of options we have in the client field). 

Thanks all for the input. I'll get this raised with Atlassian Support :)

[Trudy Claspill]

So the problem happens with some drop down fields but not others, fields have different numbers of options, and the form fields are linked to underlying Jira work item fields? 

I'm quite curious to see how this turns out. If you would be so kind, please report back here what you learn from Atlassian. Thank you!