How to automatically alert Service Management users within Internal Comment in JIRA Automations

Question

In Legacy Automations I was able to mention coworkers as part of an internal comment when a ticket is at risk of breaching SLA or needs attention:

However, in JIRA Automations I can set an internal message, but there doesn't seem to be any option to tag system users within it, and the only notification options are for external feeds such as email or slack:

Can anyone point me in the direction of how to tag colleagues into tickets and notify them within the platform, please?

Many thanks.

Gaurav_0av1h6 · Accepted Answer

Hello @Jon Buckeridge

This is an interesting scenario.

For this, we need to understand that in clod, the users are not stored with the usual user names but with account IDs.

So, in order to mention them in a comment, we will need the account ids. Once you have the account id, you can use the below code segment with automation.

[~accountId:their account ID]

In my opinion, this is not the optimal way to mention users and remembering or extracting the account id is in itself a tedious task.

Anyways, this is the option available, apart from exploring other plugins.

Also, the Atlassian documentation on this is available here.

Hope this helps.

--GG

Jack Brickey · Accepted Answer

Hi @Jon Buckeridge ,

how will you identify who will be mentioned? If it is a specific (static) person you can use something like the following...

[~accountid:{{issue.assignee.accountId}}]

this could be added to a comment. You can get the accountid in a number of ways, such as searching using JQL or inspecting their profile.