Issue Summary

Jira intermittently fails to send a e-mail message through Send E-mail action in Automation rules, the following error message is shown:

Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty 

The error message is a misreporting of the event, as it is thrown even when "To" field is completed and customers (unlicensed users) are involved, as request participants  and/or reporter for example.

Steps to Reproduce

1. Open Company-managed JIRA Service Desk project
2. Create issue with some customers as request participants and/or reporter
3. Create automation
   1. When: Rule is triggered on All Commnets
   2. If: Compare two values comment.internal equals false
   3. If: Matches initiator is in administrators, service desk team
   4. THEN: Send email: All customers involved {{issue.key}}{ {issue.summary}
4. Execute the automation by adding a comment as agent or administrator

Expected Results

Email is sent to all customers involved in issue, no error message is thrown.

Actual Results

The email is sent OR the email is not sent but the error message is shown even though the 'To' field is complete.

Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty 

Workaround

Adding a refetch prior to the "send email" action in the automation seems to have reduced the occurrence of the issue, although it cannot be definitively said to have solved it.