Hi Laurence,

This does not seem correct that it should have the callback failure code shown in your screen shot as mandatory unless there is a customizer customization change made.

In QAC, the settings are also set to Always

and this is what I see in the SLA/Notes page for a service order which has exceeded all three SLA events.

Note, there is not a * indicating any of the failure codes are mandatory.

Please confirm you have no customizations not published. Your screen indicates there is a customizer change and it is possible to set fields mandatory via Customizer which would override the setting you have in the workflow (service) module.

Also check this also on QAC, though with the French language website possibly being the difference causing an issue.  Another thing to check is if there is a contract involved?  Remove the contract from the service order and review.

I think a support ticket should be logged for this if you don't seem to be able to sort it but the functionality is supposed to be what is shown in the screen shots supplied in this post.  If you can reproduce on QAC, this would be helpful.