We recently turned on our State/Country picklist in Salesforce and noticed problems when specific states like California and Tennessee are selected.

Question

We have a template we send to customers and this template contains State and Country picklists.

We have 2 issues which we submitted to DocuSign Support but still waiting for a resolution so thought I check with the community.

When Country= USA is selected, the State picklist displays all states and provinces in USA and outside USA. Workable but not professional and we want to provide our customers just USA states if Country USA is selected.
In State picklist, when customer selects California, it changes into Caglieri. When Tennessee is selected, it changes into Tamil Nadu. I researched and figured out why this is happening but I still need a fix because this confuses our Customers. In Docusign - Caglieri and California both have ISO Codes=CA, Tamil Nadu and Tennessee ISO Codes are TN. I am unable to edit the ISO Codes on the template and Salesforce.

I need help on these issues. I submitted tickets to Support but issue been going on for almost 2 months and no recommendation.

Melanie.Panguito · Answer

Hello ​@Tess,Welcome to Docusign Community—we’re really glad to have you here!I’m really sorry you’ve been dealing with this for almost two months,that’s far longer than it should take.If you can share your case number, I’ll be happy to follow up on it for you. In the meantime, here’s what I found based on the issue you described:The built-in Docusign “State/Province” list is global (not country‑filtered), and it uses ISO codes like CA/TN that collide across countries. Because of this, some selections may map to the wrong location when a country isn’t specified. (e.g., California → Cagliari, Tennessee → Tamil Nadu).Here's our proposed solution: Show only US states when Country = USAIn your template, avoid using the built-in State/Province tab for US addresses.Add a custom dropdown “US State” with only the 50 states (+ DC if needed).Add a second field for non‑US: either a “Non‑US State/Province” text field or country‑specific dropdowns.Add conditional visibility rules:If Country = United States → show “US State”; hide non‑US fieldElse → hide “US State”; show non‑US fieldHope this helps. Let us know if you have questions—we've got you!Regards,Melanie| Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

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