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IT Service Management automation, assigning user and sending email issues

I have using Automation within IT Service Management. I have it setup to assign a user to the issue and then after that, send an email to the assigned user.


Screen Shot 2021-06-02 at 3.06.00 pm.png

When the automation is triggered, I get this error:


Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty.


It's almost like it's trying to send the email prior to assigning the user.


Is this a bug in the system or is there a way I can better handle this?

1 answer

1 vote
Alexis Robert Community Leader Jun 02, 2021

Hi @Ben Sinclair , 


you should use the "Re-fetch issue data" action before sending out the email : since you're changing the assignee, Automation will need to get back the information otherwise it will fail, as you've experienced : 



Screenshot 2021-06-02 at 11.13.40.png


Let me know if this helps, 



Amazing! Thank you!

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