Jira Service Management - Form Used To Display 4 Values In Portal Request But Now Will Only Show 2?

[Gail]

The field is a dropdown and has 4 options.   It has always worked and showed all 4 values, but it suddenly only shows 2.   Form preview shows all 4 - just not portal.   I tested with checkboxes and radio buttons -- all 4 values show.

This form is NOT linked to a Jira field.   Nothing has been changed on the form or custom field.

[Joseph Chung Yin · Accepted solution]

@Gail -

This is very odd.  Did you check on the field's configuration (via Systems > Issues) to ensure that the dropdown context still having all options (enabled).  Typically, if Jira/JSM admins (not project admins) disables a dropdown option, then the field will no longer showing the disabled option across the board - project issue UI or portal UI.  NOTE - the same field can have different custom context supporting different projects.

On the other hand, since you mention that your Form is not linked to the Jira field, then the options listed is configured only within the Form setup.

I would recommend that you take a look again at the field configuration setup.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Gail]

Thanks Joseph.   This is a custom field, and the configuration is all correct.   All of the 4 dropdown options are enabled.   I did also try linking the form field with the Jira custom field and same thing -- only 2 values.  

It is just strange that checkboxes and radio buttons work but dropdown does not.    

[Joseph Chung Yin]

@Gail -

Is your field a multi-select dropdown list format?  If so, you may want to submit a formal support request with Atlassian Support Team.  I can recall that Form may still having problem with multi-select custom field in the past.

Can you also confirm as you mentioned originally that you are seeing the same issue via the JSM portal?  Are you embedding Form in your request type setup?  If so, please create a new request type setup against the custom field directly without Form setup.

Forgot to mention - You may also want to try to remove the two options that failed to show up and re-add them again (manual type in the options again) to see if the problem is not associated with the option values.

Hope this helps.

Best, Joseph

[Gail]

Form field = dropdown.   Custom field in Jira Software (if this matters as not mapped) is select list single choice.

We have a custom form being embedded for all request types in the JSM project.   It uses conditions based on the answer provided to work type requested.

I made a copy of the form and renamed it then added a new request type.   Set form to go to only the new request type.    Refreshed and opened portal -- still only see 2 values when using dropdown field type.   I even added a fifth value to the options.

[Joseph Chung Yin]

To eliminate the Form is the cause of your issue.  Can you just create a test request type without any embedding of Form, then just add the custom field directly to your test request type.  Afterward, verify to see if the same issue is reproduced or not.

If not, then it will point to the problem is with the Form.

You may want to still file a formal support case with Atlassian.  I would love to know what will be their analysis/response.

Best, Joseph

[Gail]

i used the request type screen in the portal, and it works.  I have to assume there is an issue with the form and that dropdown field though I still cannot figure out why it works with radio buttons and checkboxes.   Thanks so much for all your help!

[Joseph Chung Yin]

Excellent.  Please file your formal support request to Atlassian Support Team - https://support.atlassian.com/.

Let's see what they have to say about it.  More than likely it is a known bug still with Form in the Cloud env.

Best, Joseph