IT Service Management automation, assigning user and sending email issues

Ben Sinclair_asrx7q

I have using Automation within IT Service Management. I have it setup to assign a user to the issue and then after that, send an email to the assigned user.

 

When the automation is triggered, I get this error:

 

Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty.

 

It's almost like it's trying to send the email prior to assigning the user.

 

Is this a bug in the system or is there a way I can better handle this?

Alexis Robert

Hi @Ben Sinclair , 

 

you should use the "Re-fetch issue data" action before sending out the email : since you're changing the assignee, Automation will need to get back the information otherwise it will fail, as you've experienced : 

 

 

 

Let me know if this helps, 

 

--Alexis