Tagged user names in Comments getting mailed as [~accountid:xxx]

[Vibhor Kumar Agarwal]

Hello Folks,

We have created an automation in Jira cloud to mail whenever issues are commented.

This is working as expected apart from one anomaly:

If the comments mention user's via @User then they get mailed as [~accountid:xxxxxx].

They are visible perfectly as user names in comments in Jira Cloud.

Kindly let us know how to get them mailed as usernames as visible in comments.

[Bill Sheboy · Accepted solution]

Hi @Vibhor Kumar Agarwal -- Welcome to the Atlassian Community!

Short answer: that is not easily possible with the built-in features of Jira automation rules.

Jira Cloud implements mentions using the account id value for a user, as you see in the comment, body text you are emailing.  When the mentions are displayed in the UX the app code displays the users' display names by looking them up.  (There is an open suggestion to change the behavior such that when the selected email format is text the display name is used: https://jira.atlassian.com/browse/JRACLOUD-80722)

For an emailed comment to include the display names they would need to be looked up from the user data.  That is likely only possible for a small number of users due to performance and rule looping constraints.

What problem are you trying to solve by emailing the comments?  Knowing that may help the community to offer other suggestions.

Kind regards,
Bill

[Vibhor Kumar Agarwal]

Ok, thanks.

It helps to understand the background (was thinking where am I messing up :)).

By UX do we mean "user experience"?

Requirement is coming from project team to get notifications for every comment added on a certain type of issue.

Created an automation with trigger "issue comment" to get this done.

Only gotcha here is getting accoundId's in case of mentions.

[Bill Sheboy]

Yes, I meant as the mentions are shown in the user interface / user experience.

The only workarounds at this time would be to investigate marketplace apps to send the emails or build your own which can look-up the user names.

[Vibhor Kumar Agarwal]

Great,

Thanks for the help.

[nnmx_x01]

Ok