We just updated our SDP from 9414 to 10020. In the old version our ticket manager was able to assign unassigned tickets created by email to a technician or group. On the new version when they try to assign the ticket they get a screen saying mandatory fields cannot be empty. The ticket manager doesn't have time to fill out all of those fields before assigning it to a technician. That is part of the technician's job.

As a work around for now I have turned off mandatory for those fields but they need to be mandatory. I tried creating field & form rules to remove the mandatory flag from the fields. I tried it with all three on load, on field change, and on submit and it doesn't seem to be working. I've attached screen shots of the rules I set up.

Can I turn this new feature off in the settings somewhere? Or how do I remove the mandatory flag until it's assigned to a technician and then make it mandatory again? I only need this for tickets created by email.