At the moment, you can add a business rule for certain fields to be mandatory in the Requested Items within a Service Request but that does not make a difference. Agents are not alerted to mandatory fields being required to be filled if they do not have this in edit mode and therefore, are still able to close off the ticket without these fields being filled out.
It should show that that field needs to be completed with a red astrix and not allow the Agent to close off the ticket until that has been completed. Otherwise, information is missing and could be important to trigger the next stage of the workflow or for the next team to complete their part of the process.
