Pls help no automated email even though edit log works well.
Asked by Jedsada Rangsethienchai:

![Screenshot 2024-08-01 061520.png](/t5/image/serverpage/image-id/339264i736003FC1AD3B736/image-size/large?v=v2&px=999 "Screenshot 2024-08-01 061520.png")


Answers:
author: Boris Zozoulia
body: Hey [@Jedsada Rangsethienchai](/t5/user/viewprofilepage/user-id/5549968) , as [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) has mentioned - more details are required - do you mind sharing the automation screenshots, including the email action recipients list here ?

comments: author: Boris Zozoulia
body: does the customfield_10003 - drive the source of recipient(s) ?


author: Jedsada Rangsethienchai
body: Hi [@Boris Zozoulia](/t5/user/viewprofilepage/user-id/4381887) \& [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

thank you for getting back to me. here is screenshot that I create automation rules.

![Screenshot 2024-08-02 094411.png](https://community.atlassian.com/t5/image/serverpage/image-id/339594iF875EDE33FAE46CF/image-size/large?v=v2&px=999 "Screenshot 2024-08-02 094411.png")


author: Jedsada Rangsethienchai
body: here is email recipient screenshot

![Screenshot 2024-08-02 095139.png](https://community.atlassian.com/t5/image/serverpage/image-id/339595i42189CCD04CB627C/image-size/large?v=v2&px=999 "Screenshot 2024-08-02 095139.png")


author: Joseph Chung Yin
body: [@Jedsada Rangsethienchai](/t5/user/viewprofilepage/user-id/5549968) -

Welcome to community. It is not clear on your ask that no emails was received. Who are the recipients for the Send Mail action in your rule? Have you checked with them to see if they may have filtered out the custom email notifications in his/her mail client app or their exchange (network) have rejected the email from your Atlassian site before it reached to the recipient.

On the site, the log only show the email was send, but there is no way for your site to know if the email was actually delivered to the intended recipient(s).

Hope this helps.

Beset, Joseph Chung Yin

comments: author: Jedsada Rangsethienchai
body: Hi [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

in this case, I setup automation for testing. Previously mail automation worked well for testing however once I integrate E-sign for Jira for testing and disable mail notification rule previously created. mail automation doesn't work once I enable mail notification rule. As you can see from screenshot audit log and rule is fine. thank you for your help.


author: Joseph Chung Yin
body: [@Jedsada Rangsethienchai](/t5/user/viewprofilepage/user-id/5549968) -

Glad you got it to work. If my suggestion helped you, please click on Accept answer against my posting, so others in the community with similar ask will see this posting as an answered one.

Best, Joseph


author: Jedsada Rangsethienchai
body: I did it! thank you


author: Jedsada Rangsethienchai
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) [@Boris Zozoulia](/t5/user/viewprofilepage/user-id/4381887)

updated! when I change recipient to other It works now. they can receive mail automation. Sorry for any inconvenience. thank you for your support.


Tags: cloud

jira-service-management

jira-service-management-cloud