Force requesters to use specific fields

Kia Ora all,

I have recently taken on the role of Manage Engine Admin for my company.

I have very little knowledge / "knowhow" of Manage Engine. Currently I just stumble through the admin tab and normally get things done.

Currently our ME is set up so that technicians must fill in all fields that are "red-asterisked".

However, for some reason, normal requesters are leaving these fields blank, which means they aren't prompted to fill out the required fields for some reason.

We have a number of custom fields such as:

Request Type Status

Contacted BY Logged By

Impact Urgency

Priority

These are all unavailable to the casual requester, for some reason.

Our current workaround at the moment is for me, the admin, or another support group to edit the ticket and fill in the fields.

The priority, created through the use of our priority matrix of both Impact and Urgency, gives us our SLA's.

Closest thing I've come to is "Closing Rules", however some of these these fields do not appear for the user and thus the user can bypass these rules as, if the fields don't exist, there's no closing rule, I guess.

So it would be nice if I could clear up what I need to do in this situation. I've tried having a small look through the Helpdesk Customizer, Users and General Settings, however I've either missed the information or it's not in those areas.

Thank you for reading this lengthy post.