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Customer can´t load a issue

Customer can not access to specific issues thru the service desk portal. 

This happens only in few issues and one specific customer.
We are using IIS reverse proxy.

Jira atlassian-log:
2020-09-10 14:15:25,137 http-nio-8080-exec-784 ERROR 855x143635x1 hatlth /rest/servicedesk/1/customer/models [c.i.j.p.translation.servlet.TranslationModelFilter] java.lang.IllegalArgumentException: root can not be null

Browser network log:

Request URL:
Request Method: POST
Status Code: 500
Response on network log was null.

We tried different networks, browsers and devices.

We tried to simulate this problem on our test account and we were not able to reproduce this problem. 

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