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  1. Jira Service Management Data Center
  2. JSDSERVER-16268

Adding other users to the Approvers customer notification fails to send emails to the additional users

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 5.12.22, 5.12.24, 10.3.7, 10.6.1
    • Customer Notification

      Issue Summary

      Steps to Reproduce

      1. Have an Approver's step in your JSM workflow
      2. Have an outgoing mail server set up
      3. Go to Project Settings > Customer Notifications > Approval Required and select Edit
      4. Add an additional user to the "To" field (eg: Customers Involved, Reporter, or specific user)
      5. Save the notification
      6. Send a ticket through the approver's step in the workflow

      Expected Results

      Approver's email to get sent to the Approvers and additional individuals listed, as well.

      Actual Results

      • When examining the Audit log for the Customer Notification, it will show that the rule failed on the Send Email action, with no further details.
      • The Approvers will get the approval email, but the additional recipients in the To field will not.
      • The below line is seen in the atlassian-jira.log file when debug logging for servicedesk packages is enabled: 
        [c.a.s.p.a.i.e.engine.process.RuleActionInvoker] An error was thrown when invoking action with module key 'com.atlassian.servicedesk.servicedesk-notifications-plugin:servicedesk-send-notification-action' for the following config data: {recipients=[{"type":"all_customers"}
], lingo=8, projectid=10200, content={"en-US":"${approval.buttons}\n\n*This request created by ${issue.reporter.name} is {color:red}awaiting approval.\n${request.details}\n"}, isdefaultrule=true, excludeinitiator=false}

      Workaround

      Currently, there is no known workaround for this behavior. A workaround will be added here when available

      Versions Tested

      Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below: 

      Testing Requirements Version Affected Version
      Customers Reported Version 5.12.22 Yes
      Most Recent Bug-Fix Release  10.6.1 Yes
      Most Recent LTS 10.3.7   Yes
      Other Versions.. 5.12.24 Yes

            [JSDSERVER-16268] Adding other users to the Approvers customer notification fails to send emails to the additional users

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              Unassigned Unassigned
              ba8ad0b21fe9 Mateo
              Affected customers:
              1 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated: