Send Email Automation is not Working in Company Managed JSM Project

[Chelsea]

Hello,

I am using an automation to send emails to users after Create. It is a Project Scope rule, limited to this one project, ESM. It is failing with an error message in the logs "There is no value set for the field:

customfield_10162, customfield_10249

Unable to send the email as the recipient's email address wasn't provided"

Those 2 custom fields are Approvers and Application - Manager. Both those fields get set via another automation that runs. I introduced a delay in the rule to be sure that the send email automation ran after the other automation that sets the fields. You can tell from the logs that is working and the email automation is running after the set fields automation. 

I could use some help figuring out what is causing this to error out.

Rule Detail:

Detail view of If statement:

Detail view of Send Email block:

Audit log:

 

[Mikael Sandberg]

Instead of having this automation trigger on issue created, I would instead trigger on incoming webhook and then in the other automation that sets the two fields have that one send a web request to above automation.

Adding a delay to your automation does nothing, the automation only have access the data in the issue when the automation triggers. You would have to do a refresh of the issue in order to get any new values that are added after the automation triggered in order to pick those up.

[Valerie Knapp]

Hi @Chelsea , thanks for your post. 

Have you tried just putting your email address in the recipient to see if you can get the rule to run? 

Another common troubleshooting tip is to use the log action to add the values in the two custom fields so that you can verify that, as you say, the values are being set correctly in time for this rule to run. 

Please can you try these things and share the results? 

Best wishes