Send Customized Email not working

[Arnel Angeles]

Hi All,

I am currently using the Send Email action in JIRA automation and the content has <img src="data&colon;image/png;base64...> and works perfectly fine. But when the same content is used on the new Send Customzied Email action, it fails.

I tried placing the full img src on a variable and calling it in Send Customized Email but still no good. 

Wondering if this is supported in the new Send Customized Email action?

Reasons for embedding the image:

• I dont need to use an image hosting site.
• The image loads immediately in outlook and not blocked as a content.

Hope anyone can help.

Thanks!

[Arnel Angeles · Accepted solution]

Hi All,

The solution for this is to make the image smaller so that the number of characters for base64 is smaller. I think the new send customzied email has character limit compared to send email.

Thanks for looking into this.

[Marc - Devoteam]

Hi @Arnel Angeles 

Welcome to the community.

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.), 

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

[Arnel Angeles]

Hi @Marc - Devoteam ,

Please see response below.

1. My team is the only one using the project so I assume that this is a team managed project. Although we still have a JIRA admin team.
2. The rule is simple. Using "work item transitioned" as the trigger for a specific ticket from Deliver to Done. I then created some variables to be used in the email. The "sending customized email" part is shown below which contains an image banner and a table to display the variables. I am not able to show the full content as I'm embedding full base64 code which has more than 110K+ characters.
   
3. After sending email, I have a "IF compare" as a stopper.
4. This is what the audit log shows. No information what caused the failure.
   
5. In contrast, when "send email" is used, this is what the audit log will show.
   

Hope this helps.

[Marc - Devoteam]

Hi @Arnel Angeles 

Reach out to Atlassian Support in this, case as it seems, that "sending customized email", might not support base64 encoding or the content is to big.

Note you need to be a Jira Admin to make a request at Atlassian or have your Jira Admin raise the issue for you

[Rick Westbrock]

It would be odd if the new action does not support everything supported by the old action but by now that doesn't really surprise me. For example the old e-mail action has CC and BCC fields but the new action does not so Atlassian doesn't appear to have a problem with not carrying over all functionality from the old to the new.

[Mihai Schwarz]

Hi @Arnel Angeles ,

What JIRA instance are you using? Cloud or On-Prem?

[Arnel Angeles]

HI @Mihai Schwarz - we are on cloud