In Create New Portal Ticket page, you have maintained the properties of field XYZ as Mandatory. (XYZ represents the Field Name.)
However, this change does not reflect to Portal. In Portal, the field XYZ is not set as Madatory. （Portal here is referred to Success Factor Portal.）
SAP Hybris Cloud For Customer
SAP LE Application Platform
Reproducing the Issue
Go to Administrator work center.
Go to Service And Social work center view.
Click Portal Queue under Portal Adaptation.
In the Portal Tickets page, click New to create a new ticket. Then the Create New Portal Ticket page is opened.
Click Adapt on the right top of the system, then click Edit Master Layout.
In the opened Create New Portal Ticket page, select field XYZ （e.g. field Service Category) and Change properties setting as Mandatory.
Go to SF Portal and go to Create New Ticket page, then you can see that the field XYZ is not displayed as Mandatory.
Currently we only support few portal adaptations, not all. Setting the field as Mandatory does not reflect in portal is one of the limitations which we have.
This is standard behavior of current system.
KBA , LOD-CRM-PRT-SRV , Service Portal , How To