JSONException in portal page

[Craig Moran]

One of our organization's users is unable to view any of the portals in our Service Desk app. In the log, we see the following:

/rest/servicedesk/1/customer/models [c.i.j.p.servlet.filter.ExtensionModelFilter] ExtensionModelFilter Exception
com.atlassian.jira.util.json.JSONException: A JSONObject text must begin with '{' at character 1 of null

Not everyone is experiencing this problem, though.  I understand what the JSON exception means, just not sure why one user is experiencing this, and not others.  It looks like the error occurs specifically with the RecentRequestTypes element in the JSON response.

[Shpak Anton]

Hello Craig!

Faced the same problem. After analysis, we found out that the problem was in one of the fields on the creation form. It has been edited to take on a value that no longer exists.

Further, we removed this field from the request creation form, and this error completely disappeared.