Email Automation Failure "To address is empty" when it shouldn't be?

Question

Hi all, would love some help on this.

I want to send an email to the request participants when they are added into the system. I do this by

* every time "request Participants" value is added,
* I check the ticket type,
* then I use a smart value to pull {{issue.Request Participants}}
* then check it and based on it
* I send a certain email to that smart value.

But I very verryy occasionally get a message saying it "fails" with "To address field is empty. If you referenced a field it may be empty"

I don't see how this can be the case, I can certainly see request participant was added, and the automation trigger shouldn't even run if it was?

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Edit - it so far seems like if I get rid of (2) it helps? Will need to test more to confirm but maybe there's some sort of race happening?

Trudy P Claspill · Answer

Hello Calvin,

It would be helpful if we could get a screen image of the rule so that we can see exactly what is actually used in the actions, in case there is a typographical error that did not get recreated when you typed the text above.

Can you show us the Audit Log rule execution details for an execution when you got the failure message?

Is there any common element to the cases where you get the failure?

- Is there more than one Request Participant in the list?

- Was a Request Participant removed from the list, or added, or both?

Calvin · Answer

Thanks Trudy, not sure if the below works for full automation but its:

- When Value changes for - Request Participant

- For Each - Smart Value = {{issue.Request Participants}} , Variable = ReqPart

---- if {{ReqPart.emailAddress}} contains "gmail"

---- Then Send Email - To = {{ReqPart.emailAddress}}, Content = Hi Gmail User

- For Each - Smart Value = {{issue.Request Participants}} , Variable = ReqPartSec

---- if {{ReqPartSec.emailAddress}} contains "hotmail"

---- Then Send Email - To = {{ReqPartSec.emailAddress}}, Content = Hi Hotmail User

Trudy P Claspill · Answer

Hello @Calvin

Please show us the full automation rule you have created and the details of the Send Email action.

Some errors may be caused by the context in which a step is executing.

Or, you may have an incorrect smart value in the To field for your Send Email action.