Cannot edit "From" email in Jira Automation Send Custom Email action (JSM)

[Gosia]

Hi everyone,

I’m trying to configure a custom From address in a Jira Automation rule within a Jira Service Management (Cloud) project, but I’m unable to select my company domain email.

When I create an automation rule and use the Send custom email action, the From field only allows me to:

• Use the default jira@domain.atlassian.net, or

• Customize the prefix (but still within the atlassian.net domain)

I would like to use a custom email address from my company domain instead.

Here’s what I’ve already done:

• Successfully set up a custom company domain in Jira.

• Added the custom domain email address under
  Administration → Organization settings → Emails.

• Verified that the domain configuration was completed without errors.

However, the custom email address from my company domain does not appear in the From dropdown in the Automation → Send custom email action. Only the two default options are available.

I also found this announcement about enhanced email customization capabilities:
https://community.atlassian.com/forums/Automation-articles/Enhanced-email-customization-capabilities-available-in/ba-p/3031893

Based on this article, it seems that using a custom domain email in the From field should now be supported, but it’s not working in my case.

Has anyone encountered this issue? Is there an additional configuration step required to make the custom domain email available in Jira Automation?

Thanks in advance for any guidance!

[Gosia · Accepted solution]

Thanks everyone for your answers! It looks like this feature is not yet supported. I received the following answer from Atlassian Support:

Current Limitation

- Even after successful domain and email verification, the Send custom email action in automation only allows the default Jira Cloud email or a custom prefix within the atlassian.net domain as the sender.

- The feature to select your custom domain email as the From address in automation is not yet generally available, despite recent announcements about enhanced email customization. This is a known limitation and is being tracked in the feature request AUTO-76.

- There is currently no workaround to make your custom domain email appear in the automation From dropdown. The custom sender address can be used for project notifications, but not for automation emails at this time.

What You Can Do

Watch the feature request AUTO-76 to get notified of any updates or changes to this functionality. Atlassian’s development team is aware of the demand for this feature.

[Rilwan Ahmed]

Hi @Gosia ,

Welcome to the community !!

Did you add email to you app as described in https://support.atlassian.com/organization-administration/docs/add-email-addresses-for-your-domain/ ?

I yes and still you are having an issue, then please contact Atlassian Support directly in https://support.atlassian.com/contact/#/

[Gosia]

Hi @Rilwan Ahmed ,

Thanks for your response!

Yes, I’ve added the email address exactly as described in the documentation:

I’ll proceed with contacting Atlassian Support directly as you suggested.

Thank you for your guidance!

[Muzammil Hussain]

Search on Github. You will find your answers.