Email automation sometimes fails due to service issue reporter being empty

[Carlos Manique Silva]

We have some automation rules for jira service desk to notify the reporter of an issue about the ticket creation or assignment.

It works fine most of the time, but occasionally the rule fails to execute because the "To" field is empty on the outgoing email:

We have zero control about how the reporter field is filled, and we can observe that the email if actually valid if we navigate to the issue page.

I assume this is some kind of race condition.

Any pointers on how to surpass this?

[Jack Brickey · Accepted solution]

Try adding a "refetch data" action after the trigger pre-conditions.

[Carlos Manique Silva]

Thanks a lot for the suggestion @Jack Brickey

Can't immediately tell if it works, as the error seldomly happens, but added the step since it makes sense.