how to add a user tagged in a ticket comment to a ticket observer?

[Tancrède Taillade]

how to add a user tagged in a ticket comment to a ticket observer?

[Tancrède Taillade]

it's ok thank you ; you can close this issue

[Tancrède Taillade]

Hello Mark ; thank you for you answer, it works. But the field that i want to update doesn't work ; my json looks good : 

{
"update": {
"customField_10087": [
{
"add": "{{varMention}}"
}
]
}
}

[Mark Segall]

What type of field are you using for observer?

[Tancrède Taillade]

it's a "user field" named "request participant"

[Mark Segall]

Looks like you're close.  In your add section, you should call out accountID.  It should look something like this:

{
   "update":{
      "customfield_10087":[
      {
         "add":{
            "accountId":"{{varMention}}"
         }
      }
      ]
   }
}

[Ben Radlinski]

Hi Mark, sorry to reopen the post, but I'm trying to get this to work in Data Center. The user wants to be able to tag a user in a comment (Agent ticket, not Portal) and add them at as a Participant. I point out that the option to select a Participant is right there, but they would like this to be an option.
I've got the ID for the request participant field in the format about and the automation set up just like yours below. However, when a comment is added and a user is flagged, the Automation log says "the following issue did not match the condition".  This is a JSM project, if that makes a difference. Thank you.

[Tancrède Taillade]

hello, thank you it works for "the watcher" 

but we use an other field tha wther besause the watcher is not used to find an issue in the client dashboard ; and we can't ad the watcher on the issue

[Mark Segall]

Hi @Tancrède Taillade and welcome to the community!

You can use automation for this:

This rule tries to find the @mention and stores the account ID as a variable. If the variable returns a string then it adds the watcher.

For copy/paste, here are the specifics:

Variable

{{comment.body.match("(?<=\[~accountid:)(.*?)(?=\])")}}

Advanced Compare

{{varMention.length}}