Jira automation not sending mail to @gmail.com

[Samuel Olowookere]

My Jira automation is not sending emails to @Gmail.com addresses but it sends to email addresses with the company domain.

How do we update the setting to send to any email both internal and external domains

[Bill Sheboy]

Hi @Samuel Olowookere -- Welcome to the Atlassian Community!

I just tried sending to a hardcoded Gmail address with a rule in a test site and it worked for me.

From where are you getting the addresses: a field, hardcoded, etc.?

Does the rule audit log show any errors?

Perhaps if you post image of your rule, the Send Email action, and the audit log details those will provide context to identify the cause.

Kind regards,
Bill

[Samuel Olowookere]

Hello @Bill Sheboy 

Here is the audit log below:

Here is the send action from the rule as well:

The email inputted in the form, that is the smart field, receives the email when it is email@companydomain.com, but when it is not the company domain, it doesn't go through. I'm not quite sure how to direct the system admin to update the policy if that is the problem.

[Bill Sheboy]

Thanks for the additional information.

You are using the new Send Customized Email action, rather than the deprecated Send Email one.  And, the audit log message about "email may not have been sent..." is boilerplate text.  I see it even with a free, test Jira site that has no enterprise email management.

Have you confirmed the recipients are not getting the Gmail messages, such as with a test account you use?

If so, please provide this information to your Jira Organization Admin so they can help and let you know about any policies preventing the emails: https://support.atlassian.com/security-and-access-policies/docs/what-is-an-external-user-security-policy/

If that does not solve this, ask them to contact Atlassian Support to take a look: https://support.atlassian.com/contact/#/