How to change the mentioned user in an Automation for Jira reminder comment?

[김소성_Wade__경영인프라팀_Dreamus]

Hello,

I would like to ask for help regarding an Automation for Jira setting.

Currently, when a Jira ticket request comes in and no reply/comment is added for a certain period of time, an automatic comment is posted by Automation for Jira, such as:

"This work item requires your attention. @PreviousUser"

Due to a personnel change, we need to replace the mentioned user (@PreviousUser) with a different user.

I would like to know:

• Where can I find the setting for this automatic mention/comment?

• How can I change the mentioned user to another person?

• Is this usually configured in Automation, workflow, notification, or another area?

I have already checked Project settings, Automation, workflow, and fields, but I am still having difficulty finding where this specific setting is managed.

I am still a beginner with Jira administration, so I would greatly appreciate a detailed explanation or step-by-step guidance, if possible.

Thank you in advance for your help!

[Arkadiusz Wroblewski]

Hello and welcome to the Community @김소성_Wade__경영인프라팀_Dreamus 

This automatic comment stems from Jira Automation. Locate the rule by opening an affected issue and matching the comment's timestamp against the audit log under Project settings > Automation. For rules spanning multiple projects, check Jira settings > System> Global automation.

Once inside the rule, update the comment text. Jira Cloud requires an Atlassian account ID for mentions, formatted as [~accountid:ACCOUNT_ID]. Copy this ID from the end of the new user's profile URL.

To make the mention dynamic rather than hardcoded, use a smart value like [~accountid:{{issue.assignee.accountId}}]. Ask a global Jira admin for assistance tracking it down.

PS: check the Automation panel on the issue itself, if it is visible in your Jira view. It can show recent automation rule executions related to that issue and may help identify which rule added the comment.

Best,

Arkadiusz 🤠☀️

[Ash H_]

Hi, I'm Ash from Appfire, 

Arkadiusz has you covered, but for additional flexibility, you might want to consider Jira Misc Workflow Extensions (JMWE). It can be a great help here if you find yourself needing more flexibility than native automation provides, especially for complex reminder logic. With JMWE’s Scheduled Actions, you can set up sophisticated reminders that run against any issues returned by a JQL search, such as those that haven't been updated in a certain timeframe. Within these actions, you can use the "Email issue" or "Comment issue" post-functions to send highly customized notifications. One of the standout features of JMWE is its ability to use Nunjucks scripting, which allows you to dynamically calculate exactly who should be mentioned or notified based on complex criteria that might be difficult to capture with standard smart values. This is particularly useful for ensuring reminders are sent to the correct stakeholders without manually updating rules every time a team structure changes.

Additionally, Time to SLA offers a specialized approach if these reminders are tied to specific deadlines or service level agreements. It allows you to set up dedicated SLA notifiers that can trigger email or Slack notifications at specific intervals—like when an SLA is 50% or 75% through its cycle. This is a complementary way to manage reminders because it focuses specifically on time-sensitive triggers and provides a visual countdown on the issue itself, ensuring that the "reminder" is always visible to the team before a breach occurs.

Best,
Ash