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We have a specific issue with the Jira Service Desk portal used for ticket creation. Here's a breakdown:
The output from the webbrowser is:
which infos does an affected user get in the network tab of the browser tools for that 400 status response at the very bottom of your screenshot? There might be a more verbose error message.
From your description I assume the customer can see the request form and fill it out without issue? (...until the moment they try to raise the request)