Jira Automation “Send customised email” fails for all recipients

[Jan Stożek]

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.

[Susan Waldrip]

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