I'm using osTicket 1.17.2 with Apache/2.4.52 (Ubuntu), mysql 8.0.31, php 8.0.27.
I have a Help Topic called Customer Replacement Request which is part of the Customer Replacement Support department. The Help Topic includes a Short Answer field called "Tracking Number" which is part of the UPS Details form. For the field, Visibility = Optional. Under Field Configuration, Visible is on for both, Required is off for both, Editable is on for agents, and Data Integrity = yes, Require entry to close thread. For the email address cust_replace_req@example.com, the default ticket is this Help Topic.
When the ticket is created manually in the web GUI, everything works perfectly as it should. No issues. The Tracking Number field appears on the form as not required, and the ticket cannot be closed until the field is populated with a value.
However when the ticket is created via emailing the email address, the Help Topic type is correct, as is the Department and auto-assignment, but the Tracking Number field is absent and the ticket is able to be closed.
Is there a fix for this issue?