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

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?

5 answers

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. 

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!

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? 

105F3BFD-E114-4808-ABEE-F8966C53C96D.jpeg

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

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

@Jay Chapani 

try this

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

Hi @Jay Chapani, atlassian has also confused things. They quielty bought Code Barrels' Automation for Jira, BUT they left their Service Desk hald baked Automation tool available. 

I try out the new tool under Settings --> System --> Automation rules. 

The two tools are going to have different behavior because of how they are coded divergently. My suggestions below works for the new tool only, as far as I know. 

@Tom Williams  -  Same result no luck.

 

@Andy Creech -  I am using Service Desk automation.

Now that Atlassian bought Code Barrel's Automation for Jira, is it free or do we still have to pay a subscription for it?

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

0 votes
edwin vasquez Community Leader Dec 05, 2019

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.

That actually doesn't work for me :/ 

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

edwin vasquez Community Leader Dec 05, 2019

Capture.PNG

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

{{reporter}} = Reporter Username

~[] = Tags the user

 

I have tested it and it works

Like Marwan Osman likes this

Thank you so much @Hamdy Atakora you rock!

I am trying to do the same but I get: [~] on the output. Any ideas?

@Felipe  what are you entering. can you please attach a screenshot?

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

JIra SDk cloud or server?

With JSD Server, I tried everything...

comment auto.png

@Amy CORMAN , @Felipe , @Marwan Osman 

 

Here is how you do it [{{reporter.displayName}}|~accountid:{{reporter.accountId}}]

It is different in cloud

Hello,

 

Doesn't work for me.

 

Regards.

@Amy CORMAN are you on Jira Service Desk server or Cloud. I have tested this on cloud and i can confirm that it works.

The key is finding it out what a tagged name in a comment box is represent like in Markdown. And the rest is easy in Automation. 

See attached here for the recording

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