Issue Summary

If you are trying to send emails using the automation feature to portal-only customer accounts, the emails can fail to send with errors like the below:

• Unable to send emails to any recipients. This may be for data privacy reasons, or because of the way these recipients have configured their email accounts.
• We couldn't send emails to any recipients. This may be for data privacy or recipient email account configuration reasons. Check the action and try again, or contact Atlassian support.

Steps to Reproduce

1. Setup an Automation action to send an email to a portal-only customer account
2. Trigger the automation rule to run
3. You should see the error in the audit log

Expected Results

Automation emails should be able to be sent to any user that has engaged with the site through their AAID or portal-only customer account

Actual Results

In the Audit Log, you will see "Some Errors" for the status of the job with details such as:

• Unable to send emails to any recipients. This may be for data privacy reasons, or because of the way these recipients have configured their email accounts.
• We couldn't send emails to any recipients. This may be for data privacy or recipient email account configuration reasons. Check the action and try again, or contact Atlassian support.

Workaround

Because this issue only impacts portal-only customer accounts, if you force Atlassian Accounts to be used for your JSM site, the functionality will work.  Once Atlassian Accounts has been enabled, the recipient Atlassian Account must visit the customer portal before emails will work.