Error when creating/submitting tickets

Question

UPDATE: This issue is affecting only 3 issue types, any request that isn’t one of those specific issue types errors.

We just started receiving the following errors when creating and submitting every request type except 1 on our service desk.

User Error from the portal: Your request could not be created. Please check the fields have been correctly filled in.

Agent error from support side view: We can't create this issue for you right now, it could be due to unsupported content you've entered into one or more of the issue fields. If this situation persists, contact your administrator as they'll be able to access more specific information in the log file.

I found a similar issue here: https://community.atlassian.com/t5/Jira-Service-Management/Your-request-could-not-be-created-Please-check-the-fields-have/qaq-p/1446575 
BUT it doesn't fit the same issue I'm seeing which is - 
We have several Request Types, and it seems half give the errors and the other half won't gives the errors posted above. I compared the fields between the one that works and one that doesn't and they have the same fields (including 2 AD hidden custom fields) I removed the custom fields and still cannot/create a ticket and the other request type still works.

I looked at the log files and there's nothing out of the ordinary that suggests this is an issue. I'm at a loss as to what the cause it, my hunch says it's still a custom field issue but I'm stuck on where to look.

Whitni Smith · Answer

Audit log didn't help as there weren't any configuration changes on workflows, custom fields, screens or field configurations. We did update several apps but nothing is expired and there's been a new bit of information.

We can create tickets from the service desk user portal only if an optional field in the request type: "component" is filled in AND ONLY if it's with certain components. We do not have this set to be component specific or required, so a user was able to submit a ticket without setting this. Components are only used for assigning tickets IF the user selects the component.

Walter Buggenhout · Answer

Hi @Whitni Smith,

If you say "you just started receiving the following errors", you seem to be suggesting that - whatever type of issues you were creating - your setup has been working properly in the past. If that is correct, something must have changed in your configuration.

A good place to start looking, may be in the audit log and check for changes to workflows, custom fields, screens or field configurations around or just before the time you started seeing these errors.

Also, some custom fields are linked to marketplace apps. So you could also check if you don't have any marketplace apps that have expired licenses.

Hope there's some useful pointers there to get your search started again!