Required field for Service Order Items in certain layouts

Zendesk Ticket: #384759
Account: Messe Bremen
Region: EMEA
Articles used in your research: Custom Fields

Tier 3s: Pieter Fourie Mike Schepker Satya Ram Nukala 
 
General
Business impact if not resolved: Users with this profile cannot add service order items to service orders without filling out the custom field.
Short Summary of issue: The custom required field "Zufahrt Uber" is preventing users from editing service order items. This issue has been difficult to troubleshoot, as it is currently only reproducible on the customer's PROD. It could not be reproduced on Debug or TEST. Clearing server and browser cache did not help, and there are no relevant differences in roles or theme settings, even though it seems to only affect users with a specific theme. Since we were unable to identify the cause, this was escalated to you to create a Documentus.
Macro Vertical: Convention Centers
 
Debug Environment:
Customer DB Location: Hosted
Database: MesseBremen_PROD_0047652137_USI
Server: Debug-EMEA,1433
Version: 25.4.9616.18079 (20260430)
V30 Link: https://supportwebemea.ungerboeck.com/Messe_Bremen_Prod
User Login: usiadmin / ITRocks2014
New UI or Classic UI: New UI
 
Recreation Steps:

1. Edit event 8964
2. Go to the Service Orders tab
3. Click Add Service Order
4. Go to the General tab
5. In Function, select Raumbuchungen
6. In Price List, select TrauZeit 2026 (HZ26TZ)
7. Go to the Items tab
8. Search "Rustikale Blende, ..."
9. Add 1 unit
10. Click Save
11. In the new Service Order, go to the Service Order Items tab
12. Edit "Rustikale Blende, ..."

13. For the users below, the custom required field "Zufahrt Uber" is showing
    
     

    

 
Expected behavior/outcome: Not having the field show up for items in which it is not configured.
 
Attachments: