We did create some new required fields on one our layouts which all have default values. These default values don't get pre-populated on new tickets when we receive new emails but are pre-populated when we create new tickets manually. We have over 10 of these fields on this particular layout so it gets very tiresome for our agents to select the default values on them to be able to modify anything on the ticket.

All of these fields have the same 2 values where one them is the default but the new ticket displays the system default value of  "-none-" as their pre-populated value.

What could be the reason for this behaviour?