Sending mail through project automation is not working

[Rajneesh Tyagi]

Dear Team,

Mail is not received to reporter when automation rule run while incident reported on jira. But when i looked a logs of automation rule it shows as success. I am able to send test mail successfully. Kindly let me know where can i debug this piece.

Thanks,

[Angélica Luz]

Hi Rajneesh,

How are these tickets being opened? Is through the customer portal or directly on the + button on Jira?

Are you opening the ticket on behalf of the customer?

Can you give us more details about the automation? What are the triggers (when it happens, if these match, then do this)?

Looking forward to your reply.

Regards,

Angélica

[Rajneesh Tyagi]

Hello angelica,

I am calling jira rest api for ticket creation. This is an automatic ticket creation and i had also applied automation rule on it with below condition.
When(issue created)If issue status(all)Then send email to (issue reporter)

Thanks.

[Angélica Luz]

Hi Rajneesh,

Can you please check if the "Request type" is being filled when the ticket is opened?
Please, check on the tickets if the request type is automatically set when the ticket is created.
If the request type is added after the creation, the automation will show "Success", but indeed, the notification will not be sent.
Customers only receive notifications if the request type is filled.

Please, make sure to use Jira Service Desk Rest API to open the tickets:

- https://developers.atlassian.com/cloud/jira/service-desk/rest/#api-request-post

Regards,
Angélica