We just recently updated to the newest version 10020. Since we did that I have noticed that the Field & Form Rules on one of my incident templates is not working like it used to.

We have a new employee onboarding form. In the form we list several systems an employee may require access to and ask if they require it. Some of these systems require a business justification to grant access.

So I created Field & Form rules. For requesters, the first one is in the on form load section during create only for all users. It hides and non mandates the business reason fields. Then in the on field change section I have all the rules that if they choose yes the business reason field will unhide and mandate or if they change it back to no will hide and non mandate the fields. It will also set and unset tasks for each of the systems as well. This all works fine for requesters.

For technicians I have another rule in the on form load section during edit only for technicians only to non mandate pretty much all fields. But when my technicians go in to edit anything, all of the fields are mandated so they have to fill out the business reason fields that are not required before they can save any changes. It also prevents them from closing the tickets when they are done. I'm also assuming it is preventing the autoclose feature for when all associated tasks are completed as the tickets aren't resolving once all tasks are completed like it used to.

For now I am having them enter N/A in the fields as a work around but they shouldn't have to do this if the Field & Form Rules were working like they should. What is wrong with my rules and why are they no longer working like they should?