Not receiving email from jira automation

[Matheus Takeshi Yano Tako]

I've structured a set of rules to send an especific e-mail as each issue has it status change to "in progress".

I've been trying different ways to test it but couldn't succeed.

I've run other rules which I received the email sent by the automation.

Here are my audit log from this specific rule that I'm testing. Which it says that "E-mail sent to issue's relatives" - So I'm assuming that would be a successful e-mail sent by the automation, but I've checked every folder in my e-mail account and I can't seem to find this e-mail.

And following below is a evidence of how my send email component is configured. The only thing I've changed is I uncheck the box of "Convert line break to HTML line break":

Since I've tested other rules and it worked, it seems the problem is with this rule. I can't see to find a reason on why is not working.

Somebody please help me.

By the way my language is set to Portuguese (Brazil).

[Matheus Takeshi Yano Tako]

Hi @Trudy Claspill 

My automation has almost 65 components. So I've created a smaller version to test it out. Yesterday it didn't work out as I wanted.

So Here is the entire automation:

the subject of the e-mail is: HUGHESON {{issue.summary}} Vencimento {{issue.due_date}}

And in the body of the e-mail is this following JQL:

Segue para providências.

<table>
<tbody>
<table border = "1">
<tr>
<th>Nome Requisitante</th>
<th>Data Envio Recebimento</th>
<th>Nome Fornecedor</th>
<th>Serviço/Material</th>
<th>Centro de Despesa</th>
<th>Centro de Cliente</th>
<th>Empresa</th>
<th>Joker</th>
<th>PO</th>
<th>Vencimento</th>
<th>Valor</th>
<th>Nº da Nota Fiscal</th>
<th>Forma de Pagamento</th>
<th>Código de Barras Legível</th>
</tr>
{{#issues}}
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("1-","2-")}}</td>
<td>{{customfield_10170.substringBetween("1-","2-")}}</td>
<td>{{customfield_10171.substringBetween("1-","2-")}}</td>
<td>{{customfield_10172.substringBetween("1-","2-")}}</td>
<td>{{customfield_10173.substringBetween("1-","2-")}}</td>
<td>{{customfield_10174.substringBetween("1-","2-")}}</td>
<td>{{customfield_10175.substringBetween("1-","2-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("1-","2-")}}</td>
<td>{{customfield_10178.substringBetween("1-","2-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("2-","3-")}}</td>
<td>{{customfield_10170.substringBetween("2-","3-")}}</td>
<td>{{customfield_10171.substringBetween("2-","3-")}}</td>
<td>{{customfield_10172.substringBetween("2-","3-")}}</td>
<td>{{customfield_10173.substringBetween("2-","3-")}}</td>
<td>{{customfield_10174.substringBetween("2-","3-")}}</td>
<td>{{customfield_10175.substringBetween("2-","3-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("2-","3-")}}</td>
<td>{{customfield_10178.substringBetween("2-","3-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("3-","4-")}}</td>
<td>{{customfield_10170.substringBetween("3-","4-")}}</td>
<td>{{customfield_10171.substringBetween("3-","4-")}}</td>
<td>{{customfield_10172.substringBetween("3-","4-")}}</td>
<td>{{customfield_10173.substringBetween("3-","4-")}}</td>
<td>{{customfield_10174.substringBetween("3-","4-")}}</td>
<td>{{customfield_10175.substringBetween("3-","4-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("3-","4-")}}</td>
<td>{{customfield_10178.substringBetween("3-","4-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("4-","5-")}}</td>
<td>{{customfield_10170.substringBetween("4-","5-")}}</td>
<td>{{customfield_10171.substringBetween("4-","5-")}}</td>
<td>{{customfield_10172.substringBetween("4-","5-")}}</td>
<td>{{customfield_10173.substringBetween("4-","5-")}}</td>
<td>{{customfield_10174.substringBetween("4-","5-")}}</td>
<td>{{customfield_10175.substringBetween("4-","5-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("4-","5-")}}</td>
<td>{{customfield_10178.substringBetween("4-","5-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("5-","6-")}}</td>
<td>{{customfield_10170.substringBetween("5-","6-")}}</td>
<td>{{customfield_10171.substringBetween("5-","6-")}}</td>
<td>{{customfield_10172.substringBetween("5-","6-")}}</td>
<td>{{customfield_10173.substringBetween("5-","6-")}}</td>
<td>{{customfield_10174.substringBetween("5-","6-")}}</td>
<td>{{customfield_10175.substringBetween("5-","6-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("5-","6-")}}</td>
<td>{{customfield_10178.substringBetween("5-","6-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("6-","7-")}}</td>
<td>{{customfield_10170.substringBetween("6-","7-")}}</td>
<td>{{customfield_10171.substringBetween("6-","7-")}}</td>
<td>{{customfield_10172.substringBetween("6-","7-")}}</td>
<td>{{customfield_10173.substringBetween("6-","7-")}}</td>
<td>{{customfield_10174.substringBetween("6-","7-")}}</td>
<td>{{customfield_10175.substringBetween("6-","7-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("6-","7-")}}</td>
<td>{{customfield_10178.substringBetween("6-","7-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("7-","8-")}}</td>
<td>{{customfield_10170.substringBetween("7-","8-")}}</td>
<td>{{customfield_10171.substringBetween("7-","8-")}}</td>
<td>{{customfield_10172.substringBetween("7-","8-")}}</td>
<td>{{customfield_10173.substringBetween("7-","8-")}}</td>
<td>{{customfield_10174.substringBetween("7-","8-")}}</td>
<td>{{customfield_10175.substringBetween("7-","8-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("7-","8-")}}</td>
<td>{{customfield_10178.substringBetween("7-","8-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("8-","9-")}}</td>
<td>{{customfield_10170.substringBetween("8-","9-")}}</td>
<td>{{customfield_10171.substringBetween("8-","9-")}}</td>
<td>{{customfield_10172.substringBetween("8-","9-")}}</td>
<td>{{customfield_10173.substringBetween("8-","9-")}}</td>
<td>{{customfield_10174.substringBetween("8-","9-")}}</td>
<td>{{customfield_10175.substringBetween("8-","9-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("8-","9-")}}</td>
<td>{{customfield_10178.substringBetween("8-","9-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("9-","10-")}}</td>
<td>{{customfield_10170.substringBetween("9-","10-")}}</td>
<td>{{customfield_10171.substringBetween("9-","10-")}}</td>
<td>{{customfield_10172.substringBetween("9-","10-")}}</td>
<td>{{customfield_10173.substringBetween("9-","10-")}}</td>
<td>{{customfield_10174.substringBetween("9-","10-")}}</td>
<td>{{customfield_10175.substringBetween("9-","10-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("9-","10-")}}</td>
<td>{{customfield_10178.substringBetween("9-","10-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
<tr>
<td>{{customfield_10167}}</td>
<td>{{customfield_10182}}</td>
<td>{{customfield_10169.substringBetween("10-","11-")}}</td>
<td>{{customfield_10170.substringBetween("10-","11-")}}</td>
<td>{{customfield_10171.substringBetween("10-","11-")}}</td>
<td>{{customfield_10172.substringBetween("10-","11-")}}</td>
<td>{{customfield_10173.substringBetween("10-","11-")}}</td>
<td>{{customfield_10174.substringBetween("10-","11-")}}</td>
<td>{{customfield_10175.substringBetween("10-","11-")}}</td>
<td>{{customfield_10183}}</td>
<td>{{customfield_10177.substringBetween("10-","11-")}}</td>
<td>{{customfield_10178.substringBetween("10-","11-")}}</td>
<td>{{customfield_10179}}</td>
<td>{{customfield_10180}}</td>
</tr>
{{/}}
</tbody>
</table>

<div style="background-color:rgb(229, 229, 229);">{{comment.body.html}}</div>
Anexos:
<ul>
{{#issue.attachment}}
<li><a href="{{content}}">{{filename}}</a></li>
{{/issue.attachment}}
</ul>

This query creates a table from our issue. This Query is not blocking the e-mail. I've tested this many time and even had the help from other Question I posted in the community. Anyway, This is the entire rule. I can't figure out why I can't receive the e-mail. Which in test I've down a week ago I've received emails.
If you need more information, feel free to ask me.

Best Regards, Matheus.

[Trudy Claspill]

Olá @Matheus Takeshi Yano Tako , 

Você pode nos mostrar toda a regra de automação?

----

Hello @Matheus Takeshi Yano Tako 

Can you please show us the entire automation rule?

[Trudy Claspill]

A pessoa Responsável, também especificada como destinatário do e-mail, recebe o e-mail?

Se nem você nem a pessoa responsável estão recebendo este e-mail, você está recebendo outros e-mails do Jira enviados para o mesmo endereço de e-mail? Em caso afirmativo, esses outros e-mails das ações Enviar e-mail estão nas regras ou nas notificações automáticas do Jira?

Se você não estiver recebendo nenhum e-mail do Jira, mas outras pessoas receberem, ou se ninguém com o mesmo domínio de e-mail estiver recebendo e-mails do Jira, seu endereço de e-mail ou domínio pode ter sido colocado em uma lista de supressão. Nesse caso, um administrador do Jira deve abrir um caso de suporte diretamente com a Atlassian para corrigir o problema.

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

Se você receber alguns e-mails do Jira, incluindo e-mails enviados por outras regras de automação, pode haver um problema com a regra específica que envia o e-mail que você não recebe.

---

Does the Responsible person, also specified as a recipient of the email, receive the email?

If neither you nor the Responsible person are receiving this email, are you currently receiving other emails from Jira sent to the same email address? If so, are those other emails from Send Email actions in rules or from the automatic notifications from Jira?

If you are not receiving any emails from Jira but other people are, or if nobody with the same email domain is receiving any emails from Jira, then your email address or domain may have been put on a suppression list. In that case a Jira Administrator should open a support case directly with Atlassian to get that fixed.

If you receive some emails from Jira including emails sent by other Automation rules, then there may be a problem with the specific rule that is sending the email that you don't receive.

[Matheus Takeshi Yano Tako]

Trudy,

I do receive notification from another project on jira.

In this specific project I'm not receiving email from automation neither notification.

I've try sending it to other email, and it worked. This other email received.

I think I must have changed some configuration. Since I already look in my outlook account and I didn't block the jira e-mail.

Would you know which configuration I need to change?

Best Regards,

Matheus.

[Trudy Claspill]

Hello Matheus,

Do I understanding correctly that you are not receiving any notifications from this one project? Neither notifications from Automation Rules nor notifications based on the notifications configured for the project?

If so, please confirm that you have access to the contents of the project. Are you able to access the project and see the issues in it?

In the tags you added to the post you indicated that you are using Jira Service Management. Does this problem concern a Jira Service Management project? If so, have you been granted an agent license for the Jira Service Management project? And are you a Service Team Member (an agent) for this specific project?