I'm having an order guide issue with mandatory fields

[Blair5]

On our order guide, there are 2 default items that get ordered every time. The first one (first tab) has 2 required fields and the second one (second tab) has 3 required fields. On the second one, the fields are set to mandatory via the actual variable. However, there is a certain use case where a user can submit the order guide without filling in these fields. So, when the support team gets the task the fields are blank. I am not able to reproduce this actual use case in our non-prod instances. The closest I came was to fill in one field and go back to the first tab, and then check out.

I tried setting the fields to mandatory using a UI policy, but the order guide can be submitted with out ever clicking on that tab. What am I missing? Is this a bug? Has this happened to others?

[sreed]

So are the variables on the second task actually mandatory at the field level or are they being set mandatory by a client script?

[Blair5]

In production, they are set to mandatory on the variable. I did some testing in our DEV environment and set the fields to mandatory using a UI policy. (this allowed the order guide to be submitted without ever clicking on that particular tab - mandatory indicator was not shown)
I'm trying to reproduce this in the service now demo instance.

[sreed]

We did have similar issues trying to set the variables mandatory via script but I dont recall having any problems with variables that were set mandatory at the field level.

[Blair5]

Yes -- It's hard for me to reproduce that issue. However, it has happened on several occasions in our production environment. What did you do to remediate your issue?