Send customized email not delivered when triggered by issue transition to Resolved.

[Justin Goodemoot]

We have two automation rules in the same JSM project.

• Rule 1 is triggered by Work item created
• Rule 2 is triggered by Work item transitioned to Resolved

Both rules use Send customized email and are intended to send email notifications to the same types of recipients. The creation-triggered rule works as expected and delivers the email. The resolved-transition rule does not deliver the email, even though the audit log shows the rule ran successfully.

The audit log consistently shows this message under the email action:

If your organization has policies such as filter content or external user security (EUS), emails from this action may not be sent to some recipients. Contact your site admin or support if emails were not received.

We do not receive any clearer failure message, and the email is not delivered.

Is there a known issue with using issue transitions to send customized emails? I've attached 4 screenshots - 2 showing true success based on automation triggered by issue creation; 2 showing the set up and message received when trying to run the automation triggered by issue transition to Resolved (the rule was active during testing).

Any insight or suggestions are appreciated. Thank you!

Justin

[John Funk]

Hi Justin,

Can you share screenshots of the details of both Send Email actions? 

[Justin Goodemoot]

Hi @John Funk - thanks for your response. 

I've attached 4 screenshots - rule triggered by work item created works perfectly and sends the customized email.

The transition to Resolved trigger rule does not work. I've tried many combinations of emails [to user picker fields, to direct email addresses, to cc'd, etc] but the emails do not land.

[John Funk]

So, the difference is the peoplehelp@ email address. Is this a distribution list? Because if it is that is probably the your problem. 

[Justin Goodemoot]

Hi @John Funk -

Unfortunately the problem was happening before I put peoplehelp@ in as a recipient.

The problem originated when the recipients of the email from the transition to Resolved trigger rule were the same as the recipients from the issue created trigger rule -- Name of Employee user picker field and the custom field (which is capturing an email address). 

Justin

[John Funk]

I would suggest just putting in your personal email address or use the Reporter or something standard like that and see how it reacts. I have never seen it give a different problem with the Send email action based on different triggers so I really don't think that is the problem. It almost has to be in the address itself. 

[Justin Goodemoot]

Hi @John Funk - Testing with the same fields as the successful trigger on issue creation ("Name of Employee" user picker field and the custom field identifier), this worked with a Issue transitioned to Resolved trigger when I changed the automation step from "Send customized email" to "Send email." 

Not sure if it's local to my company but will plan on using "Send email" instead of "Send customized email" for any automation triggered by transitioning to Resolved.

Appreciate you looking into this!