Emailed request failed to create due to missing required fields; only required field is Summary

[Nathan Getsinger]

We received a request via our email channel that generated the following error:

Your request could not be created. Please check the fields have been correctly filled in.

The logs aren't very specific about what fields are missing, but the request type associated with the email is very simple and only has the Summary as required. The email which caused the failure was a standard email similar to many others which have worked without any issue, and contained a subject as well as a body, and wasn't irregular in any way we have been able to identify. 

Anyone have insight into what may have caused this issue and how it can be prevented in the future?

[John Funk]

Hi Nathan,

Was this a new user sending an email for the first time? Have you had them try it again? If they are a new user, maybe add them as a Customer first and see if that helps. 

[Nathan Getsinger]

Hi - Great thought, but unfortunately no, this is a user who has successfully sent us emailed requests previously.

[John Funk]

Have you had the user try to send another email sometime after that? If so, and still the same error, then you should open a support ticket with Atlassian. 

https://support.atlassian.com/contact/#/

[Nathan Getsinger]

Yes, subsequent messages to create other tickets were successful, but this particular one has failed.