How to fix send email action to capture the updated values before triggering the email?

[Suganya Jayakumar]

Hi Team,

we want to send an automated email with Smart values of the custom field "response time" and "resolution time" in the email body to all customers when the priority in the issue field has any changes to the field value say from "Medium" to "Highest manually.

So, I used the "field value changed" rule to trigger the remaining action.

followed the same conditions and actions for other priorities like high, medium, low and lowest.

I have set an action to edit and updated the values in the custom fields "response time" and "resolution time" in the issue before triggering automated email.

For Example: 

if the Priority = "Medium" i need to update the custom field with Response time = "1h" resolution time ="4H" in the email body.

if the Priority = "Highest" i need to update Response time = "30m" resolution time ="2h" in the email body.

But, i always get response time and resolution time with previously updated values in the email. (i get the response time and resolution time of priority "medium" even after updating the priority to highest)

Also, i have tried setting delay by passing dummy value to another custom field below response time and resolution time action to capturing the recent values in the email. But i failed with that try.

Please help me to fix this!

Thanks 

Suganya.

[John Funk · Accepted solution]

Hi Suganya,

Try putting in a couple of Re-fetch Issue actions before the action for the Send email. It's definitely a timing thing. 

[Suganya Jayakumar]

Hi John, 

Works !! Thanks for your interim support.

[Suganya Jayakumar]

John, I just need your help to automate this acknowledgement email for the request raised via Email to the email ID added in CC and BCC. But this set up failed to fire the emails to CC and BCC email ID's.

Please check my setup in the screenshot and suggest if you have anything to addon for global settings to run this automation smooth.

Thanks 
Suganya

[John Funk]

Thanks for the information. Why are you sending the email to the same people in all 3 fields? (To: CC: and BCC:) 

Is the email going to all of the users in the To: field?