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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!

Accepted answers

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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:

Screenshot 2025-03-19 145842.png

- Audit Log between 2 users. Screenshot 2025-03-19 150003.png

- There is a different output, the automation works for myself (accountid: 712020:9f9bfcfd-07e2-4175-9345-fa501f840187), one that tags @Unknown (acccountid: 5f692f88f0d40100702ed298) Screenshot 2025-03-19 150112.png

- 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.

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