We are finding a value '0' is set to some request fields, and this makes the request closing rules to fail.

Out of 1000+ requests, only a handful of them seems behaving this way.

By looking at the history of the request, the value '0' is given before a user manually assign a value.

Our requests are created via web and email, and only emailed requests are affected so far.

As far as I know, only three request fields are affected and common to those fields are: 1) Incident Additinal Text Fields having type PickList, 2) default value is not set, and 3) defined mandatory upon closing requests.

All requests are created before existing ServiceDesk Plus server log, and I am clueless what else to look for.

Recently, I upgraded our SDP to build 9016 from 8217 and the problem still persists.

Any idea to troubleshoot the issue is appreciated.

Thank you.

Yuko