We are trying to add a new field for our customers to fill out when they are inputting new tickets. We have made this field required. 

The problem is that it now becomes "required" retrospectively for all tickets that are in the system. Therefore, when our agent goes to update an older ticket, he is now required to fill out this new field before saving. The problem is that we don't have that information, only the customer has it. The question should only be required on new tickets when a customer fills them out. It should not be required for all old tickets in the portal as we don't have that information and can't update that ticket with other items as this new field is required.

Please fix it, so that new fields added to the layout and marked as required (and are visible to customers for ticket submission), are not required for all tickets that were submitted prior to the date that the field was created.