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Project Automation: How do I tag the Reporter of an Issue without knowing their username?

Marwan Osman

I have an Automation Rule (built-in Service Desk Automation, not Automation for Jira) that adds a Public Comment on a Request after pre-determined amounts of time and I would like to be able to tag the Reporter dynamically for each Request.

Example:

EXP-1
Hi accountid:reporter.accountId, this ticket has been waiting for further information from you. Please respond.

The text after "Hi" is actually a hyperlink: [ ~accountid: reporter.accountId ]

I want to be able to tag the Reporter without having to type their username into the Automation Rule's comment configuration.

How can I do this?

Accepted answers

edwin vasquez_f9df79

hmmm....I havent tested it in automation, but I do know that you can do @Reporter or @assignee in comments and it returns the actual usernames. May be worth a try.

All comments

edwin vasquez_f9df79

hmmm....I havent tested it in automation, but I do know that you can do @Reporter or @assignee in comments and it returns the actual usernames. May be worth a try.

Marwan Osman

That actually doesn't work for me

Are you doing this in Service Desk via the Agent view?

edwin vasquez_f9df79

Marwan Osman

Okay, I see, I can see that when I myself try to tag someone, but that does not work in Automation Rules because it is an on-demand selection. If I do that in Automation Rules, it just shows up as '@reporter' without actually linking to anyone.

Greenshot 2019-12-05 14.38.36.png

Marwan Osman

Seems like unfortunately this cannot be done in Service Desk's project Automation rules.

Marwan Osman

Credit to @Hamdy Atakora :

you do not need to know their name. You can just call it by using this [~{{reporter}}]

{{reporter}} = Reporter Username

~[] = Tags the user

I have tested it and it works

THANK YOU!

Amy C_7t1tgj

same for me

Hamdy Atakora

JIra SDk cloud or server?

Amy C_7t1tgj

With JSD Server, I tried everything...

comment auto.png

Tom Williams

Hi @Marwan Osman @Hamdy Atakora

Thanks for sharing this. Looks like it almost works for me. But I only get ‘User’ and the hyperlink takes me to UNKNOWNUSER. The user it should be tagging is a member of the Service Desk.

any ideas? Or experienced this yourselves?

Andy Creech

I have been working with Automation for Jira that Atlassian recently bought to replace the service desk automation on Cloud.

Just tested that in this newer automation tool (Setting --> System --> Automation Rules) to @mention the reporter it is:

[{{reporter.displayName}}|~accountid:{{reporter}}]

Hope that helps you all.

Jay Chapani

Not working for me in the Jira service desk cloud. Any idea?

Screen Shot 2020-07-29 at 10.59.23 PM.png

Tom Williams

@Jay Chapani

try this

[{{reporter.displayName}}|~accountid:{{reporter}}]

unknown

Hi,
I tried all answers as given option.
None of them Worked.
I want to tag the Reporter when Status changes to Waiting for Customer.
Jira Service Desk 8.10 Data Center.

tag User.PNG

Objects (Jira Admin)

For Jira Cloud, I have experimented following and works perfectly.


[{{reporter.displayName}}|~accountid:{{reporter.accountId}}]!

It displays the username in a comment and links it accordingly.

Thanks, @Hamdy Atakora

Mustafa Slatewalla_cj2nv4

this worked for me.. thanks !!

Steve Playford

This works :-)

KC Burney_tihiy1

Thank you so much! This worked for me as well.

Karim ANOUCHE

Hi,

Do you have a solution for Jira server? I have the same issue !

thx

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