Hi, I am looking to create an automation rule that would tag (@) the previous assignee of the issue in a comment. To trigger this rule, the ticket must be "blocking" another ticket. This blocking rule is based on the out of the box issue link of blocks/blocked by. Example: * Ticket A blocks ticket B. * Ticket B is currently unassigned. The previous assignee was John Smith * Ticket A is set to done* Automation rule is triggered * System comments on ticket B "@John Smith, the ticket blocking this ticket is now done" * Automation rule ends Currently, I am able to do the following using automation: * Determine the previous assignee and comment their name but only in plain text, not as a shoutout(@) * Automate the tagging of a blank "user" that when clicked, takes me to an error screen My comment log smart value is {{#changelog.status}}{{fromString}}{{/}}. Any ideas? thank you! Dylan

I believe the correct syntax to mention someone is [~accountid:thePersonsIdNumber]. Can you try the following: Previous assignee (changelog): [~accountid:{{#changelog.assignee}}{{from}}{{/}}] If this still does not work, for the sake of testing - hard code the account ID and see how the comment will turn up. Have you verified the account ID - is it a valid ID and points back to the correct username?

The only way I was able to get the Previous assignee to show up in a Comment (or the log) was to add the Assignee field to the screen used in the Completed transition, and then change the assignee. But at any rate, it looks like Automation is not properly interpreting Smart Values inside of the brackets, so the @ mention thing is not going to work regardless of whether we can figure out how to find Previous assignee for you. Here's what I had in the rule to add a comment: Previous assignee (changelog): [~assignee.accountId:{{#changelog.assignee}}{{from}}{{/}}] Username: {{#changelog.assignee}}{{fromString}}{{/}} AccountId: {{#changelog.assignee}}{{from}}{{/}} Blocking ticket is Completed And here's the resulting comment: Moga, Mark: do you have any other ideas?

Hey Dylan - can you please send a screenshot of your rule? I've repeatedly been unable to get either the accountID or displayname of the Previous Assignee using any of the code you posted: {{#changelog.assignee}}{{fromString}}{{/}} OR {{#changelog.assignee}}{{from}}{{/}} What I'm wondering is whether in fact, you're not actually getting that value at all.

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Creating an automation rule to Tag the previous assignee

Dylan Brock

Hi,

I am looking to create an automation rule that would tag (@) the previous assignee of the issue in a comment. To trigger this rule, the ticket must be "blocking" another ticket. This blocking rule is based on the out of the box issue link of blocks/blocked by.

Example:

Ticket A blocks ticket B.
Ticket B is currently unassigned. The previous assignee was John Smith
Ticket A is set to done
- Automation rule is triggered
- System comments on ticket B "@John Smith, the ticket blocking this ticket is now done"
- Automation rule ends

Currently, I am able to do the following using automation:

Determine the previous assignee and comment their name but only in plain text, not as a shoutout(@)
Automate the tagging of a blank "user" that when clicked, takes me to an error screen

My comment log smart value is {{#changelog.status}}{{fromString}}{{/}}.

Any ideas?

thank you!

Dylan

Accepted answers

All comments

mogavenasan

Hi @Dylan Brock,

To mention someone in the comment, the syntax is [~accountid:thePersonsIdNumber]. You have mentioned the following:

Determine the previous assignee and comment their name but only in plain text, not as a shoutout(@)

Can I know how you are getting this value?

Thanks,
Moga

Mark Chaimungkalanont

Yep Moga has the solution here. To get the account id, you should be able to use:

{{#changelog.assignee}}{{from}}{{/}}

Darryl Lee

I just tried using {{#changelog.assignee}}, and it only worked if the assignee had changed as part of whatever triggered the rule. I don't see an assignment change in Dylan's original rule, so I too was wondering how they were able to get that value.

Dylan Brock

Hey All!

Thanks for the responses. I am realizing I pasted the wrong syntax above, so my apologies. I am using:

[~assignee.accountId:{{#changelog.assignee}}{{accountId}}{{fromString}}{{/}}]

this produces the @ user which is a dead end when clicked. This is what I am trying to fix

I should be clear as well, I am NOT looking to tag a specific user ID, I am looking to parse the changelog to tag the previously assigned user.

@mogavenasan I was able to get the system to comment the previously assigned user by doing exactly what @Mark Chaimungkalanont suggested:

{{#changelog.assignee}}{{fromString}}{{/}}

This did not require the assignee to change as part of the rule, however.

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