Error when creating a ticket in Jira

Question

Hi community

when our customers try to create a Ticket they get the following error:

Error

Your enquiry could not be created. Please check that the fields have been filled in correctly. This process cannot currently be created. This may be because you have entered unsupported content in one or more process fields. If this problem persists, please contact your administrator. They can access more detailed data in the log file.

This text was translated from german to english, here is the original:

Fehler

Ihre Anfrage konnte nicht erstellt werden. Bitte überprüfen Sie, ob die Felder korrekt ausgefüllt wurden. Dieser Vorgang kann derzeit nicht erstellt werden. Das kann daran liegen, dass Sie nicht unterstützte Inhalte in eines oder mehrere Vorgangsfelder eingegeben haben. Wenn dieses Problem anhält, wenden Sie sich an Ihren Administrator. Er kann auf genauere Daten in der Logdatei zugreifen.

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We are using the server product which will run out of support on 15 of february.
This error occured a couple of days ago and its really unpleasant to deal with..
Anybody got an idea?
Thanks in advance!

Trudy P Claspill · Answer

First, you need to get users who report to your company added as Jira Administrators ASAP.

Next I would advise you to review the logs. A troubleshooting Zip file can be created that includes copies of the logs. A Jira Administrator can generate that by navigating through the gear (Jira Administration) icon to the System option and finding the Troubleshooting page.

You might also want to try looking at the information you can get from the browser's Networking Tools functions.

And, if you still have a valid license, I advise you to open a support case ASAP directly with Atlassian.

Luca Sonnenfroh · Answer

Hello @Trudy P Claspill

yes, multible customers tried creating tickets and all of them get the same error.
I am referring to customers as users that create tickets trough our Service Dest Portal, yes. Also when I try it, as one of the internal users I get the same error.

It happens for all users,
It happens for every combination of projects or issue types.
Sadly our Jira Administrator no longer belongs to our company so I thought I might ask here and after that reach out to him if we don't get it resolved.

No logs have been retrieved so far.

Thank you for your quick reply!

Trudy P Claspill · Answer

Hello @Luca Sonnenfroh

Welcome to the Atlassian community.

Did the user retry the process? And if so, did it succeed or fail again?

You said your "customers" are experiencing this problem. Are you referring to customer type users of a Jira Service Desk project trying to create an issue through a Service Desk Portal?

Does this happen for all users?

Does it happen for all projects?

Does it happen for all issue types?

Have you contacted your Jira Administrators to ask them to review the logs on the server for more information?