E-mail not triggered upon issue created on automation (JSD)

[Swarna Radha]

Hi,

I have created on automation rule upon issue created, a mail should be triggered to customer. It shows successful but no mail is received.

Please see attachment.

Kindly advice.

Thanks,

Swarna

[Ismael Jimoh]

Hi @Swarna Radha 

I see you mentioned you are on Jira cloud. If yes then this becomes difficult to troubleshoot since we do not have access to either the logs or even the mail queue to confirm or trat the piint of failure.

 I’ll suggest raising a ticket directly with Atlassian (https://support.atlassian.com/contact/#/  ) and working with them to get to the bottom of the issue in question.

Regards.

[Swarna Radha]

Hi @Ismael Jimoh ,

JIRA service Desk is on premise not on cloud.

[Ismael Jimoh]

Please untag the options you have saying Cloud. It give the wrong impression when we are assisting.

Since you are on Server then you can do the following:

1. Go to logging and profiling page in JIRA.
2. Enable outgoing mail logs (including debug mode and note what time you trigger the create so we can look at what happened). (Disable after you are done with the analysis) 
3. Open Mail Queue in a new tab.
4. Trigger your create process on your main tab, to to the Mail Queue tab and refresh to confirm if an email is added there.
5. If nothing comes up, open your mail log: <JIRA HOME>/log/atlassian-jira-incoming-mail.log

This should give us a good idea.

Also, can you confirm that your ticket has the Request Type added to it? 

Let us know this and see how to improve this.

Regards.

Ismael.