Jira Automation: Issue with Tagging Users Based on Account ID Format

[Gemma Joye Libed]

Hi,

I've been trying to create an Automator to add a comment tagging the user in a custom field. However, for some reason, it works with some accounts but not with others.
I added an audit log and noticed a pattern that might be a clue.

For users where it works, their account ID follows a format like this: 712020:9f9bfcfd-07e2-4175-9345-fa501f840187. Meanwhile, for users where it doesn't work, their account ID follows a format like this: 5f692f88f0d40100702ed298.

Is there any way to update their account IDs without deleting and recreating them?

Thank you!

[Bill Sheboy]

Hi @Gemma Joye Libed -- Welcome to the Atlassian Community!

For a question like this, context is important for the community to help.  Please post the following:

• what type of project is this (e.g., company-managed, team-managed, etc.)
• an image of your complete automation rule in a single image for continuity
• images of any relevant actions / conditions / branches
• an image of the audit log details showing the rule execution
• explain what is not working as expected and why you believe that to be the case.

Until we see those...

What is the type of your custom field: single-select user picker, multiple-select user picker, etc.?

Have you confirmed the mentions are formatted correctly using the account ID: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-users/#Mention-a-user-in-a-field

Kind regards,
Bill

[Gemma Joye Libed]

Hi Bill, Thank you for your response.

- Scope: Single Project 

- Automation:

- Audit Log between 2 users.

- There is a different output, the automation works for myself (accountid: 712020:9f9bfcfd-07e2-4175-9345-fa501f840187), one that tags @Unknown (acccountid: 5f692f88f0d40100702ed298)

- custom field: Peer Reviewer (User Picker (single user))

Thank you very much for your time. 

[Bill Sheboy]

If you mention that user directly when creating a comment manually, what do you see: their display name or "unknown"?

[Gemma Joye Libed]

Their display name. It works just fine if it's not with the Automator. 

[Bill Sheboy]

Interesting...

Was your Jira Cloud site converted from a Server or Data Center site?

[Gemma Joye Libed]

Hi Bill, thanks for your response. Unfortunately, no one from our team is familiar with this information as it was transitioned to us long before it happened. Is there anyway for us to check this?

Thanks a lot for your help!

[Bill Sheboy]

Your Jira Site Admin should know the answer if the site was converted in the past.  I recall other posts where converted users had some challenges in automation rules when the original site was in Data Center and moved to Cloud.

At this point, I recommend working with your admin to create a ticket with Atlassian Support to take a look.  You appear to be on a paid license and so the admin can do that here: https://support.atlassian.com/contact/#/

When you hear back from them, please post what you learn to benefit the community.  Thanks!