Need assistance with Jira automation behavior for email send.

[PLaksh11]

Hello Community,

We are setting up email notification when Jira ticket is moved to particular state.

We kept "To" address as empty and added 6 members group address in the "CC"

But when Jira ticket is moved to particular state email didn't send and audit logs shown below error.

"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"

after this, we added some user role group to "To" address and then it worked. Mail went to both To address and CC address.

again we removed To address and kept only CC. But it worked.

Our question

1. When we set up only CC, why error shown in Audit log and no email sent.

2. When we add some user role to TO address then no error. email went to both To and CC address.

3. Again after removing To address, Now email is going to CC only.

In our understanding 1st and 3rd scenarios are same but results are different. why this behavior in Jira automation. and what will be the reason for this?

Thanks,

[John Funk]

Hi @PLaksh11 

The TO field is required for sending an email - you can see that with the red asterisk. So you MUST have a value in the TO field. So then the question becomes is the value you are putting in there valid? We don't have screenshots of you attempting that. I would suggest that you do a simple test with this and just send it to say the Reporter or the Assignee for the TO field. Then have yourself in that field to see if you get the email. If using the Assignee, you would want to add a Condition before the email send to make sure the Assignee field is not empty. 

It that is successful, then you can add another email address to the CC: and see how that goes. 

If not successful, then post the screenshots of the audit log back here so we can review. 

[Arkadiusz Wroblewski]

Hallo @PLaksh11 

Yep, I know why this looks random but it’s usually not.

That audit log message basically means: Jira tried to build the recipient list and ended up with nobody it’s allowed/able to email.
So the send action fails because, from Jira’s point of view, there are 0 valid recipients.

Why it happened in your case:

In the first try (CC only), your CC entry was something Jira had to “resolve” (group / role / user field / smart value). Sometimes that resolution returns empty (privacy/visibility, disabled users, external emails, group mapping, etc.). Result: Jira thinks “no recipients” ->error.

When you added a user/group into To, you forced at least one valid recipient, so the email action succeeded.

After that, when you removed To again, your CC value was no longer behaving like the original “unresolved” input (often it ends up stored/treated differently after edits), so now CC-only works.

So #1 and #3 look the same on screen, but they’re not always the same under the hood.

If you want it to be rock solid: put a shared mailbox (or your team mailbox) in To and keep everyone else in CC/BCC. That way Jira always has at least one guaranteed recipient and won’t randomly fail.

Have a great Day