Dropdown for a mandatory value defaults to first item in list

[Rob]

I have a mandatory value in my Service Desk Cloud that I was to force team members to complete are the resolution stage. When I set this up earlier this year, the field started out unpopulated and the users had to pick from the list. This was perfect functionality.

I then discovered that Service Desk Portal forced me to set that value because it was marked as mandatory. I'm not sure why this was but I had to change the portal to set this value. This blew the previously perfect functionality apart as the users no longer had to pick from the list.

I have since altered the workflow, so that the field in question is cleared when the ticket is created. This works. ServiceDesk populates the fields, then the workflow clears it out.

BUT

When I get to the point where I'm asking the users to pick a value for this mandatory field, it's displaying the field with the first item in the list selected. 

How do I get it to appear unpopulated again and force users to pick?

[Petter Gonçalves · Accepted solution]

Hello Rob,

Welcome to Atlassian Community!

Can you please let us know what type of field you are using in your Service Desk? Is it a custom field or a system field?

If you are using a select list Custom field (Single Choice), it should not be populated automatically as you described, unless you have selected a default value for it. 

That been said, please follow the steps above to check if you have a default value configured for the field:

- Type GG and search for Custom fields or navigate to JIRA Settings > Issues > Custom Fields

- Find your custom field > Click Configure > Click to Edit Default value and confirm that it is properly set to none

We will be waiting to know your results.

[Rob]

Thank you for your help this.

We are indeed using a Custom Field (Select List / Single Choice) and someone HAD set the default value for it.

I have changed the default value back to NONE and it is working again as we would expect.

[Petter Gonçalves]

You are welcome, Rob.

Have a nice day.