[otrs] Editing interface themes

I have edited the ticket entry form for customer to force them to put in an asset tag, much like the subject. The problem I am running into is even though I can force the customer to put something into the field. i cannot make the ''agent ticket zoom" form to show the data. Has anyone else editing their forms this was so a customer is forced to enter data, like the ticket form forces you to put in a subject, and then had that data transfer into the ticket the agents see. Thank you for your help I am pulling my hair out.