I’m trying to understand whether this is a Free-plan limitation or a site-level restriction.
I’m using Jira Service Management Free for a small internal helpdesk. Several automation rules use Send customized email, but initially all attempts failed with:
We couldn't send emails to any recipients. This may be for data privacy or recipient email account configuration reasons.
I tested the main variables I could control: different recipients, internal and external addresses, manual and automatic triggers, and very simple rules containing only the email action. Standard Jira/JSM notifications were delivered correctly, but the customized emails were not, regardless of configuration parameters.
During a temporary Standard trial, which I turned on incidentally, I contacted Atlassian Support. They found that the site had been classified as SUSPECT due to the network/ISP from which it had been created. After they removed the restriction and confirmed the site as legitimate, Send customized email started working immediately.
The site has now returned to the Free plan and the same problem has reappeared. The automation rules were not changed in the meantime; the downgrade to Free was the only change between the working and non-working state.
So my questions are:
- Is Send customized email fully available on the Free plan, apart from the 100-emails-per-day limit?
- Could the downgrade have caused a site-level email/anti-abuse restriction to be applied again?
- Is there any way for a Free-plan admin to verify or clear such a restriction without access to Atlassian Support?
Any suggestions would be appreciated.
