Unable to Send Email from Automation Using Forms

[Ketan Gupta]

Hi Team,

I am currently trying to configure an automation rule to send an email when a form is submitted in the XXX Space. However, the email is not being triggered after the form submission.

The automation rule is set as follows:

• Trigger: When forms are submitted

• Action: Send email using the form email field

Despite submitting the form successfully, the email is not being sent.

Could you please help check if there are any configuration issues or permissions required for this automation to work? If any additional setup is needed, kindly guide me on the same.

Please let me know if you need any further details from my end.

[Andy Rusnak]

Hi @Ketan , 

Thanks for using the Atlassian Community!  Could you post a screenshot of how your rule is configured?  

Best,

Andy

[Ketan Gupta]

Hi @Andy Rusnak ,

I have added all the screenshots for your reference. Please let me know if you are able to find a solution for this.

Thank you in advance.

[John Funk]

Hi Ketan - Welcome to the Atlassian Community!

Is this a Team-managed or Company-managed space? 

The easiest (and best) solution is to create a custom field called Email Address.  It can just be a short text field. Then map the form field to the new custom field. 

Then your rule should work. Although you might want to add a Re-fetch action right after the trigger to be sure. 

[Marc -Devoteam-]

Hi @Ketan Gupta 

Welcome to the community.

Please show your current rule setup and detailed views of the rule conditions and actions and the audit log?

[Ketan Gupta]

[Ketan Gupta]

[Ketan Gupta]

Hi @Marc -Devoteam- ,

I have added all the screenshots for your reference. Please let me know if you are able to find a solution for this.

Thank you in advance.

[Marc -Devoteam-]

HI @Ketan Gupta 

What is the field behind the form option "Email address", is the field email address when an issue is created?

If this form is field, where does this information gets stored in the issue?

[Ketan Gupta]

Hi @Marc -Devoteam- ,

The “Email address” option in a Jira Form is a form field type, not a standard Jira issue field, so it is not automatically created as an issue field when the issue is created. The entered email is stored in the form submission data attached to the issue, not in the issue fields. To use it in automation, the form field must be mapped to a Jira custom field.

[Marc -Devoteam-]

Hi @Ketan Gupta 

Then you can't use this in automation.

You will need to map this field to a Jira field, as the smart value you want to use only works if this field "Email address" exists in Jira.

Or you have to create a smart form, based on the form option within the space settings, then the inputs in the form can be used.

https://support.atlassian.com/jira-service-management-cloud/docs/access-smart-values-for-forms-and-form-fields/