Jira Service Desk "multiselect" Custom Field does not allow multiple selections

msheffey May 20, 2020

The service desk side will not allow multiple selections, only if a single option is chosen.
Changing these works in the non-service desk view of the same field. 

2020_05_20_16_23_33_Service_Desk -.png

Is anyone aware of this issue and/or a specific workaround for it? 

 

There are no " Field has single value Validator " validators in this workflow. 

Browser: Google Chrome

3 answers

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Harshil gupta
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March 27, 2024

Can you look at the field configuration and check if those fields are made mandatory there. Also check if any scriptrunnr behaviour has been created for the project where these fields have been made mandatory

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msheffey May 22, 2020

I added browser there because some other questions posted in this community get asked that. Example: https://community.atlassian.com/t5/Jira-questions/Checkboxes-problem-I-can-t-select-multiple-options-on-JIRA/qaq-p/1152269

 

We don't have any validations for that custom field on transition. Worth mentioning this is happening for any multiselect fields in our service desk, not specifically that field. 

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Nic Brough -Adaptavist-
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May 21, 2020

The browser is irrelevant, the question is what you have added to the transition to validate the field content.  Could you explain what you have done there?

msheffey May 22, 2020

I added browser there because some other questions posted in this community get asked that. Example: https://community.atlassian.com/t5/Jira-questions/Checkboxes-problem-I-can-t-select-multiple-options-on-JIRA/qaq-p/1152269

 

We don't have any validations for that custom field on transition. Worth mentioning this is happening for any multiselect fields in our service desk, not specifically that field. 

msheffey May 22, 2020

This may help as well. We see this on the console on page load (and we don't see this on request types where we don't have multiselects. 

image (5).png

Nic Brough -Adaptavist-
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May 23, 2020

You are not looking at the right thing.  You need to look at the validators or code that you have put in that is generating that "please provide a valid value"

msheffey May 26, 2020

We do not have any validators set up for that field. 

Nic Brough -Adaptavist-
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May 26, 2020

Ok, so what code have you added to generate the "please provide a valid value" message?

msheffey May 26, 2020

These are the only validators we have in place. 

image (6).png

Nic Brough -Adaptavist-
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May 26, 2020

So where is that message coming from?  It's not a native Jira message.

Andrew Laden
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May 26, 2020

That string looks similar to "Please provide a value for required field 'name'", which actually  is a native jira message. Its what comes up on the SD portal if you make a field as required in the request type setup and then try to submit a request without filling out that field. (I thought it was the same text at first, then looked more closely.

Which still doesn't help, as you obviously have data in that field anyway.

Can you screenshot

1: The request type configuration

2: the custom field configuration.

Not that I have any particular idea, but its something else to look at for oddities.

 

I tried to replicate this myself, and wasn't able to. I had a multi-select field on the portal screen, and was able to select 1 or both options just fine.

Also, what version of Jira and JSD are you running?

msheffey May 26, 2020

Versions:

Jira Service Desk (3.16.1)
Atlassian Jira Project Management Software (v7.13.12)

 

I'll follow up with screenshots

Andrew Laden
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May 26, 2020

One more hunch. Make sure to disable any browser plugins, (or try running your browser in incognito mode) and see if you can replicate.

I have a see a few cases where browser add-ons caused strange behavior. (ad-block plus for example is a common one that causes problems. Whitelist your jira site in that one.)

msheffey May 26, 2020

Should be whitelisted already since this is my work laptop and we've been able to reproduce this issue with others on my team, but I'll give Incognito a go. 

msheffey May 26, 2020

No luck in incognito. Still happens with any multiple selects. (see below) For what it's worth, we also created a separate request type with a newly created multiselect and got the same thing. 

 

multiselect.png

msheffey May 26, 2020

Also, not browser-specific - Just tried in Fifefox

Andrew Laden
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May 26, 2020

:( So much for that hunch, Next hunch. What other jira addons do you use? Something like "Extension for Service Desk" might be involved. (not saying it is, just giving an example of an addon that can affect the Portal screens.)

msheffey May 26, 2020

Custom field config example below

config.png

msheffey May 26, 2020

Request type config below: 

image (7).pngimage (8).png

Andrew Laden
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May 27, 2020

Well, I'm stumped. I think you may have to call in the big guns and actually open a support ticket with Atlassian to take a closer look at your logs and and browser logs.

msheffey May 27, 2020

Yep, definitely been doing that in parallel, wanted to check here to make sure we weren't overlooking anything too obvious 

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