Email automation not sent

[Jihoon]

1. Settings

2. Log

3. Issue

 - Trying to send when status has been transitioned to 'closed'.

 - Log work automation works

 - Email automation not works but no clues in audit log, Email not received to all receivers

 - Help..!

[James Navin]

Hi @Jihoon ,

I am from the Automation Platform team. I took a look at the example audit log entry you provided the screenshot of. Our logs indicate we successfully sent an email to 1 recipient.

I would recommend testing that you can send email to a specific email address to make sure its not a mail delivery problem, then check that the `administrators` group you are using contains the users you expect, and that those users have an email address associated with them.

If that still doesn't work I recommend reaching out to support so we can take a closer look at what's going on.

Cheers,

James

[Marc - Devoteam]

Hi @Jihoon 

Why are you using a smart value for the assignee, there is a default option for this. No need for a smartvalue, you can just use the Assignee field.

Another point I'm not getting is, but that might be related to your organisation. Why sent an email to the assignee?

Is the assignee not triggering this action?

And who isn't receiving the email, might the persons not receiving have a rule on their mailbox?

[Jihoon]

Thanks Marc,

First,

smart value 'assignee' is just for troubleshooting. Already done selecting assignee in dropbox but didn't work.

Second,

the reason why sending mail to assignee is just a workaround cause I found Jira does not support sending external mails.

So, my intention was, when assignee changes status to closed, gets mail, and he/she forwards mail to external address.  

[Jihoon]

@Marc - Devoteam 

I wonder if I have to make some configuration of email server or etc..

[Jihoon]

Hi Carlos,

Appreciate your reply!

Sorry for making some confusion, but 'From field' is set as, 'automation@sitename.atlassian.net', and is unable to be modified.

I suppose this one is not a cause of the issue.

Any other suggestions...?

[carlosughini]

Hey Jihoon,

Welcome to the community!

I can see that you are setting some value in the "From" field. I've seen other cases where removing a custom value from the "From" field and leaving it as it is made it work.

Sometimes the "From" field receives an email that the email server would not accept, so if you leave it to the default Jira email address it works.

Can you give it a try and check if it works then?

Hope it helps!

Cheers,

Carlos

[Jihoon]

Hi @carlosughini 

Appreciate your reply!

Sorry for making some confusion, but 'From field' is set as, 'automation@sitename.atlassian.net', and is unable to be modified.

I suppose this one is not a cause of the issue.

Any other suggestions...?