We have two automation rules in the same JSM project.
- Rule 1 is triggered by Work item created
- Rule 2 is triggered by Work item transitioned to Resolved
Both rules use Send customized email and are intended to send email notifications to the same types of recipients. The creation-triggered rule works as expected and delivers the email. The resolved-transition rule does not deliver the email, even though the audit log shows the rule ran successfully.
The audit log consistently shows this message under the email action:
If your organization has policies such as filter content or external user security (EUS), emails from this action may not be sent to some recipients. Contact your site admin or support if emails were not received.
We do not receive any clearer failure message, and the email is not delivered.
Is there a known issue with using issue transitions to send customized emails? I've attached 4 screenshots - 2 showing true success based on automation triggered by issue creation; 2 showing the set up and message received when trying to run the automation triggered by issue transition to Resolved (the rule was active during testing).
Any insight or suggestions are appreciated. Thank you!
Justin
