Ticket fields which are mandatory to fill-in ("Required"), are marked with an asterisk, "*", each time a new ticket form is open:
The "Required" property of the field is set at the Admin + Manage + Ticket Fields menu:
The way it works now is: " Field cannot be blank when an agent solves a ticket".
But the application should always check if a Required field is missing and force the agent to fill-in the required field prior to applying any change in a ticket or submitting it for all the possible statuses: New, Open, Pending or Solved.
The impact of the current situation is that many in progress tickets (not Solved) may have missing values for some Required fields which are essential. That information is critical for the handling of reports and metrics in many cases.
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