Locations not coming through

We have a group that divides up their tickets by location.
So one tech is responsible for these locations, another is responsible for other locations, etc.
They view their tickets filtering only the locations they are responsible for.

However, lately some users/tickets are coming in with 'blank' locations. So things are getting missed. These users submitting the tickets are emailing in, and I can see these users in SysAid, with a location listed. But the location field on some of their tickets are blank. It is intermittent as well.

If anyone has any ideas on this, I'd be most appreciative. Kind of stumped. This is an on-prem instance, so I have rebooted the server already.