Issue with send email automation

[Eyþór Örn Víðisson]

Hi, 

I am experiencing some issues with the send email automation that we set up more than a year ago. It has worked flawlessly until 10:37 this morning. It worked 10:10 this morning. I am wondering if any changes took place in Jira during between these two times?

Hope that someone can offer me an explanation :)

* I tried to have it as only sending email to the "reporter" and not "all customer involved" and "assignee", that did not fix anything
* I tried adding the automation email address to allowed emails in our Microsoft Security, but I guess that does not do anything as it has worked normally for years.

Error:
send email:
Unable to send emails to any recipients. This may be for data privacy reasons, or because of the way these recipients have configured their email accounts.



Best regards,
Eythor

[Eyþór Örn Víðisson · Accepted solution]

Update from Atlassian Support: @Marc -Devoteam- @Rene Krogh @Tim Fostik @John Funk 

"Hey Eyþór, we indeed had an incident yesterday that was affecting the Send Email action in automation, with the same reason that you mentioned.

This incident is in a migitated status now, the impact is registered from 1:47 PM UTC to 5:15 PM UTC.

I checked internally and noticed this impacted a few sites only. Hence, the detailed were not published on our status page.

It is likely that it started a bit earlier, but was reported to our developers when we started receiving complaints from our customers."

[John Funk]

Hi @Eyþór Örn Víðisson 

There is an active incident with Atlassian Assist now with JSM, but I wonder if that is also affecting the emails. 

https://jira-service-management.status.atlassian.com/

Have you tried it with you being the assignee to see if it will even send an email to you?

If it will not, I suspect it is something with the outage. 

[Eyþór Örn Víðisson]

Hi,

Yes I am the assignee on several requests that I and customers have commented on today.

I have not received an email from "Automation for Jira" since 8:37 this morning in connection to this automation.

I did however receive an email (as the customer) from "Automation for Jira" at 10:52 (15 minutes after we noticed the first error message) in regards to another automation for "Needs information" in our workflow

[John Funk]

So, that's a good test. See if you can trigger a send email on another rule that you have that would send it to you, and see if you get it. And if you do, then immediately send a test on this rule again to see what happens. 

Has the email been going to the author of the comment in the past with the .displayName syntax? I wouldn't think that would work. 

[Eyþór Örn Víðisson]

I will take a look at triggering another send email automation and see if that works, thanks for the suggestion :)

the .displayName works well, here is the subject name of an email from this morning before the automation stopped working

[Eyþór Örn Víðisson]

Hi,

I tried to add my email to an automation that sends an email when a request is created.

That automation fails as well, with the same error message. Does this indicate that it might be connected to the active incident at Jira?

[Tim Fostik]

We're experiencing the same issue. Stopped working this morning. This feels like something on the Atlassian-side for sure.

[Rene Krogh]

We are facing same problem here. Last successfull mail send was 8:36 CET

[Eyþór Örn Víðisson]

@Tim Fostik @Rene Krogh 

It seems to be working now, it did run successfully for me just now 

[John Funk]

Thanks for letting us know. I would say that it was related to the outage then. Glad it is working for everyone!

[Marc -Devoteam-]

Hi @Eyþór Örn Víðisson 

Does the actor of the automation rule still have access to the space this relates to?

[Eyþór Örn Víðisson]

Hi,

The actor is "Automation for Jira"


Automation for Jira was able to run automations not connected to the send emails automation, after the initial error message

Here is a test request I created afterwards and it shows that automation for jira does at least have access to run other automations like changing the organization and company

[Marc -Devoteam-]

HI  and  

I think it's best to reach out to Atlassian Support

As there don;t seem to be any active incidents.

Please provide the feedback from Atlassian here, if there was/is an issue, as this could be useful information for others in the future.

[Eyþór Örn Víðisson]

I tried the automation again just now and it worked as intended. I will send a message to Atlassian Support to get information if it was connected to any outage and update the thread