Automation: "Could not find usernames"

[Adam Procházka]

Hello, I have a automation setup, which I am using to bulk update number of tickets (triggered manually). We have a User Picker (multiple users) field in the tickets, to which I am appending a value using the rule.

The automation rule is

1. When: Scheduled Condition (JQL)
2. Then: Edit issue fields
   1. Custom User Picker (multiple users) field
      
      1. Set value
         1. User + {{issue.customfield_<ID>}} (smart value)

The automation worked properly on 700 tickets while it failed on aprox. 200 tickets with error message <issue key> Could not find usernames: JIRAUSER<ID>, JIRAUSER<ID>, JIRA<ID> (customfield_<ID>)) for each ticket, where it failed. The custom field in question is the field I am trying to update.

The issue is that most (if not all) of the users that "cannot be found" are normal working user accounts.
I have searched through API jira.OurURL.com/rest/api/2/user?key=JIRAUSER<ID> to confirm the users in question and they are normally active.

I have encounter the same issue before with different users but only on handful of tickets, which could have been adjusted manually by removing the "blocked" users from the field, adding the back and running the automation again, but this is such a higher number of tickets, I would like to find a more systematic solution.

Does anybody have any idea, how to resolve this issue? Thank you.

[Florian Bonniec]

HI @Adam Procházka 

Could it be related to this KB ?

Regards

[Adam Procházka]

Hello @Florian Bonniec, thank you for your reply and the find. It might be possibly related, however I cannot figure out, how to apply the workaround provided in the KB to my case.  I cannot use # in my smart value and Enable the rule.

Furthermore, the KB article centers around not returning list of usernames, but user ID when trying to edit a field. That would imply automation recognizes the users, just returns their list in incorrect format.

My issue is, that the tickets are not edited at all, not recognizing the user ID leading me to believe that something else might be in play.

I could be interpreting the KB incorrectly and it contains my answer, I just cannot figure out how. Any ideas? Thank you.