Automation rule that sends email daily is not working

[Elizabeth]

Hi, I recently created an automation rule to send an email to assignee/reporter daily if an issue has not been updated in the past 7 days.

This is the JQL that I used: project = AFOO AND component in ("Vital - Development") AND type in (Story, Bug) AND issuetype != Epic AND status not in (Ready, Completed) AND labels in ("Drafting", "ReadyForSAReview", "ReadyForPOReview", "ReadyForGrooming", "ReadyForEstimate") AND (Sprint is EMPTY OR Sprint in futureSprints()) AND labels not in (tech-debt, DevOps) AND updated < -7d ORDER BY Rank ASC

I clicked run rule and I created this rule 3 days ago. However, I have not received any emails since, even though I am supposed to get an email daily, and there are issues that exist that have not been updated in the past 7 days, does anyone know how I can solve this problem?

Attached is also the picture flow of the automation rule.

[John Funk]

Hi Elizabeth - Welcome to the Atlassian Community!

So if you click the Run rule now does it not run? What is the result in the Audit log? 

[Elizabeth]

Hi John, thanks for the reply :)

I have checked the audit log, the status says success. However, I did not receive any emails. I am not sure if this is because I am testing the rule in the dev environment of Jira?

[John Funk]

Can you post a screenshot of the details of the Audit Log where it runs with success? 

Also, do those email addresses get other emails from Atlassian/Jira?

Oh, and since it is a dev instance, make sure that email sending is turned on globally!

[Elizabeth]

Sure, here is the screenshot. Yes, the email addresses do get other emails from Atlassian/Jira main server, when eg. an issue is updated etc. However, I am trying to run the automation rule in the dev server first to check that it is working well, before executing it in the main server. 

[John Funk]

No, I mean click on the Show more for the success and capture that.  :-)

[Elizabeth]

[John Funk]

Okay, that doesn't make sense. So you went to that same page and clicked on Show More and that's what you got? 

Maybe click the Refresh icon there in the audit log list (top right) and then click on the show more. 

[Elizabeth]

Yep, I have refreshed and click on show more, and I am still seeing the same screen. Could this be due to company permissions?

[John Funk]

It shouldn't be. Does it do that on all of the Show more links? Have you tried more than one? 

[Elizabeth]

Yes, I have tried 5 others, and they are all showing the same screen.

[Elizabeth]

Can I check, how do you turn on global email sending?

[John Funk]

Go Settings > System > Outgoing Mail (under the Mail heading). 

Make sure that is enabled. 

[Elizabeth]

Would this be the same for Enterprise Jira? And not Jira cloud etc.

[John Funk]

For Data Center, yes, but not sure on Server. Could you not find it? 

[Elizabeth]

Yep, not able to find it.

[John Funk]

It's probably best to go ahead and open a support ticket with Atlassian. They can better get to the bottom of this since they have access to your environment. Please post back here with the resolution. 

https://support.atlassian.com/contact/#/

Good luck!