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Jira Automation “Send customised email” fails for all recipients

Jira Automation “Send customised email” fails for all recipients

Hi,

We are configuring Jira Service Management Cloud on the Free plan.

Standard Jira/JSM email notifications are working correctly and outgoing email is enabled. However, the Automation action “Send customised email” consistently fails.

We reproduced the issue with a minimal test rule:

Actor: Automation for Jira
Trigger: Manual trigger from work item
Action: Send customised email
Recipient: manually entered external Gmail address
Subject: static text
Body: plain static text
No smart values or other conditions

The audit log returns:

“We couldn't send emails to any recipients. This may be for data privacy or recipient email account configuration reasons.”

The same issue occurs when using Assignee or Reporter as the recipient, as well as when using regular email addresses from the company domain. Changing the rule actor from Automation for Jira to a licensed user makes no difference. Other automation actions seem to work correctly, so far.

What else should we check to make the customised email go out?

Looking forward to seeing your suggestions.

Thank you very much in advance for your help.

2 answers

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0 votes

Hi @Jan Stożek

Ive trying to check why this could fail and ive found that using a @gmail.com account will not work.

Atlassian changed that you can only send emails to a valid domain.

Test it with your company account, the email should be sent correctly.

If you need to send to a gmail account, it needs to be a valid domain (not gmail not hotmail, or outlook) OR add the user as a JSM customer.

Here is why:

https://support.atlassian.com/security-and-access-policies/docs/what-is-an-external-user-security-policy/

Hope that thelps!

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Hi @Aaron Pavez _ServiceRocket_

Thank you for your response.

I made tests on:

my work email address (hosted by Microsoft 365)
automatic fields, including Assignee and Reporter
my personal address at google.com (public)
my address in my private domain (hosted by gmail, but NOT in the gmail domain)

The results were exactly the same.

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0 votes

Hi @Jan Stożek, thanks for posting your question. A couple of things:

Have you looked at the automation Audit Log for potential sources of the problem? Go to Project/Space > Automations > click the automation > click Audit Log button (top of screen) and expand the info to see if it indicates anything.
Have you hit your limit on emails? The free plan only allows JSM to send 100 emails per day.
I'm guessing this is okay since non-customized emails are getting through to Gmail accounts, but check your Global Automation settings to ensure you can send external emails

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Apologies @Jan Stożek , just re-read your post and you'd checked the Audit Log. One more thing to verify is that your IT folks don't have a limitation/restriction on your app sending emails outside your organization (for example, security policy for certain domains like gmail.com or privacy policy based on content and/or outgoing email domains).

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Hi @Susan Waldrip

Thank you for your prompt response.

1. yes, I did.
Manual trigger from work item 11/09/2026, 15:12:42
Jan Stozek
triggered the flow
HELP-10: XXXXXXX Waiting for customer
Send customised email 11/09/2026, 15:12:44
We couldn't send emails to any recipients. This may be for data privacy or recipient email account configuration reasons. Check the action and try again, or contact Atlassian support.

2. No. I've never succeeded to send a customised email, and even during the tests I trigered perhaps a few dozen notifications so far. Besides, AFAIK hitting the limit should postpone the email rather than fail it.

3. I use my gmail account in a private domain for some testing, when I want to clearly separate user address from the admin address. Our company is on Microsoft 365, and the customised email fails as well.

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Like • Susan Waldrip likes this

BTW - I checked it also on my address in @google.com. If there is an entirely open mail service for such purposes, I'd be happy to make that test as well.

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Jira Automation “Send customised email” fails for all recipients

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