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Email not triggered

Zaldy Parian

Hi all,

I created an automation rule to send email alert when an incident priority is set to P1 - Critical. To test the email is look & content, I initially had it on manual trigger. Then I updated the trigger to 'Field value change'. But somehow, when I edit an incident issue to set the priortiy to P1 - Critical, the automation is not being kick-off.

What am I doing wrong? Appreciate your help.

Is automation the right way? - given it could be costly because it will run every time an issue is updated. I also checked Notification Scheme, but no option to set the condition for Priority.

Cheers.

Accepted answers

Marcus Jones

@Zaldy Parian - how is the field value being changed? Is it another automation you have that is updating that field?

Joseph Chung Yin

@Zaldy Parian -

I agreed with Marcus suggested. If this automation is also being triggered by your other automation rules, then you need to check the checkbox for "Allow rule trigger" configuration -

Another suggestion is for you to use the If condition to call out the criteria checks for the issue type and priority. You don't need to setup Else block.

Lastly, how does the issue's priority get change. If it is done via Workflow transition, then you need to add "transition issue" operation too.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Marcus Jones

@Zaldy Parian - how is the field value being changed? Is it another automation you have that is updating that field?

Joseph Chung Yin

@Zaldy Parian -

I agreed with Marcus suggested. If this automation is also being triggered by your other automation rules, then you need to check the checkbox for "Allow rule trigger" configuration -

Another suggestion is for you to use the If condition to call out the criteria checks for the issue type and priority. You don't need to setup Else block.

Lastly, how does the issue's priority get change. If it is done via Workflow transition, then you need to add "transition issue" operation too.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Zaldy Parian

Hi @Marcus Jones ,

Forgot to mention -- yes, you're absolutely right. The Priority is auto-populated by another automation based on the values on Impact and Urgency fields.

Should I tick on the "...allow other rule actions..." in my email automation rule?

Cheers,

Zaldy Parian

It worked! Thanks so much.

Zaldy Parian

Thanks, @Joseph Chung Yin for the suggestions.

After clicking the option to "allow rule trigger" i got the email notification as expected.

Cheers, mate.

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