It depends on your project when you are using smart values (initiator and reporter are smart values).
But the rule should have trigger when an issue is created. Here is what I would try, create a new rule that triggers on issue creation, and then add a comment to the issue and see if that works.
Yes, you can type in the email address manually in the to field, just hit enter after and it will add it.
If you want to manually run the rule you would have to use the scheduled trigger, once you have configured it you should see a button that allows you to manually trigger it.
Would you please post an image of the audit log for an execution where you think the rule should send an email? That may provide more context so the community can offer ideas. Thanks!
Perhaps the rule is triggering and not sending the email due to a timing issue, and so all of the data is not present yet. This can happen for the issue created trigger, and the work-around is to add another action immediately after the trigger: a Re-fetch. This will slow down the rule and re-load the issue before processing.
Hi @Bill Sheboy thanks so much for the reply!!
> This can happen for the issue created trigger, and the work-around is to add another action immediately after the trigger: a Re-fetch.
I added a webhook to my slack channel. It says it worked but I'm not seeing any emails. I did get the message in my slack channel though. I don't know where it's sending these emails.
Thanks! How about this: change your rule to send the email only to yourself with a known good email address, and retest to see if that works.
If it does, that narrows this down to possibly invalid email addresses or the receivers consuming/or sending the emails to spam.
If it does not, there is a more general issue with emails not being sent, or a problem with the smart values used in the receiver address.
Great; progress! Okay, now find a volunteer for your external email address, and add them to the TO, keeping yours there to confirm the email sent:
This will confirm it works, and then help you work with the volunteer (receiver) to learn if those emails are getting filtered on the receiving side, or if the address is bad.
Have you tried to send an email directly from your work account to your personal one (outside of Jira)? That will rule out problems with your personal account receiving emails.
Next, I would delete and re-enter the email address in the TO, confirming there are no typos.
If that doesn't work, I suggest it is time to create a ticket with Atlassian support. As you are site admin for a paid license, you should be able to do that here: https://support.atlassian.com/contact/#/
In that case, please post back here what you learn so the entire community can benefit. Thanks!
The problem is this is for an IT support project, so I'm pretty much just trying to set this up with Jira Software. I need to be able to automate sending emails out to the Initiator of whoever created the issue regardless of whether or not it's in the TO. It works fine when it is specified in the TO, but that isn't feasible or practical for an IT support desk solution. Is there a way to specify email domains in the TO using smart values?
And thank you so much for your help so far!!! This community rocks. :)
The problem with using a JSW project as a IT support project is that the reporter has to have an account in Jira for it to work. You should consider JSM, since it allows unlicensed users to submit requests, and it has a separate customer notification scheme.
And yes, you could use smart values to set the email domain and then combine that with whoever is the initiator to construct the email address. But as @Bill Sheboy mentioned, you may want to contact Atlassian support as well.
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