Automation Rule Failed to email assignee

Question

Hi. I have a automation rule, that when reporter transition status from initial to in process, the rule automatically assign issue to a person in a function. "Aprobador Solicitudes"

In the project just one person has the function associated and JIra show me person assignee correctly.

In the same rule the following action is send mail to the assignee person to inform that has one request to to approve or not.

Jira assigns automatically correct the person but when try to send mail has a error that not found mail to assignee. And assignee has mail, is jira User and all the setup is correct.

Some ideas?

Best regards

Alejandra

John Funk · Answer

Hi Alejandra,

Try putting a Re-fetch work item action between the assignee and email actions. It's probably trying to send the email before it has finished adding the assignee.

Mikael Sandberg · Answer

Because you are assigning the work item and sending the email in the same automation you have to add a re-fetch after you do the assigning, otherwise the automation will not know who the assignee is. The automation only have the information about the work item when it triggers, so if you do updates to the work item, like assigning and/or edit fields that you then try and access later in the automation a re-fetch is needed in order to refresh the data that the automation has.

Thorsten Letschert _Decadis AG_ · Answer

Hey @Alejandra Martin ,

Please try adding the 'Re-fetch work item data' action before sending the email.

The in-app description of this action completely resonates with your use case:

If you need the latest state of a work item in subsequent actions in this rule, you can use this action to re-fetch the work item. This action does not reload the work item in the browser for users.

Here's an example of an automation rule that would require a re-fetch action:

Trigger: Manual trigger
Action: Assign work item
Action: Re-fetch work item data
Action: Send an e-mail to the assignee

Without the 'Re-fetch' action, the e-mail would be sent to the original assignee before it was updated. 'Re-fetch' ensures the e-mail will be sent to the new assignee set by the first action.

This action requires no configuration.

See this article for further reference: https://support.atlassian.com/automation/kb/usage-of-refetch-component/

Regards,
Thorsten