Automation rule fail to send message

[zakaria abbar]

Dear Jira experts,

I've set an automation rule when there is a transition by sending a message to my e-mail adress. When i came back to the log, I found that the rule has been triggered and the status of the rule was "succes" , but i didn't receive any message.

For your information:

• I've checked the e-mail queue using the admin system menu and there is no messages in the "error" section.
• in the subject of the sending e-mail section within the rule, I put :  The issue {{issue.key}} {{issue.summary}} has been changed to "Waiting for Information"
• I put the same text in the content section.

Thank you in advance for your help. 

[Bill Sheboy]

Hi @zakaria abbar 

Would you please post images of your complete rule and the audit log details, showing an execution of the rule which does not work as you expect?  That may provide some context for what is happening.  Thanks!

Also, what is your licensing level for Jira?  For example, if you are using the Free license, you may have exceeded the monthly limit for sending emails.

Kind regards,
Bill

[zakaria abbar]

Hi @Bill Sheboy  

thank you for your feedback and sorry for the delay.

i don't think the problem is linked to the limit for sending emails because in the messages queue i can see that e-mails continue to be sent from other users.

you will find attached the rule. 

[Bill Sheboy]

Thanks for that information @zakaria abbar 

What does it show in your rule's audit log details when the email does not send?

And, have you checked if the emails are being marked as spam for the receiver, as @Charlie Gavey suggested?

[zakaria abbar]

Thanks for the feedback @Bill Sheboy 

You will see in the image what i have in the audit log.

Related to the @Charlie Gavey suggestion, i've checked my spam folder (as i put my e-mail adress as a receiver) and it was clean.

[Bill Sheboy]

Hi @zakaria abbar 

As you have ruled out an invalid email address, consumed as spam, automation rule error, and license limits, you may need to contact the support team for help.  Please work with your site admin to submit a ticket to them here: https://support.atlassian.com/contact/#/

Once you hear back from them and learn the cause, please post back here so the community can benefit from the findings.  Thanks!

[Charlie Gavey]

Hi @zakaria abbar ,

Is it possible that emails are ending up in your spam folder? If so, it could be worth whitelisting jira@codebarrel.atlassian.net

Hope that helps!

Cheers,

Charlie