Why doesn't send automation emails?

Question

I've created a automation rule which updates the service request type after the issue has been moved from service request to incident.

After the issue has been updated, the issue data is refetched. After that a comment is posted on the issue and a mail should be sent to the assignee.

All goes well accept for the mail to be sent.

The audit log shows that the mail should be sent, but the assignee doesn't receive anything.

In my search I saw that a request type should by assigned, hence the issue update.

This is my audit log:

Can you please help me solve this issue?

Tjade Stans · Answer

Hi @Kian Stack Mumo Systems ,

I have the rule working if it only applies to the Change Request Type and the Assignee-filled in the To field. But I need to have this working for an Incident Request Type as well.

I've just tried to create a new Incident Request Type and now I get mails for these too.

So probably a flaw in the Request Type?

Thanks for you help!

Kian Stack Mumo Systems · Answer

@Tjade Stans,

I've been looking around a bit, but I'm not finding a ton on this. I have seen cases where automation rules don't execute immediately, but I haven't seen it just not send an email.. Is this the first time you set up the rule? Have you ever had the rule working before?

Tjade Stans · Answer

I've tested it with Assignee-field now too. This seems to work, however only for one Request Type (linked to changes). The Incident Request Type doesn't arrive yet.