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Jira mention showing accountid, not name

When a user is mentioned in a ticket @User, the notification email shows 

User1 mentioned you on SD-37



Hi [~accountid:*insert nonsense accountid*],


I cannot find the notification template for a mention, and user names are fine everywhere else (create issue etc. notifications)


Are we able to access the mention template to add the .name operator?



Dan J 

1 answer

0 votes

Hello Daniel,

Welcome to Atlassian Community!

When the mention and other information on the notification are not correctly rendered, it might be related to the outgoing mail format. 

Please, go to Cog icon > Products > Email requests.

On this page, you need to check if the HTML email parsing is enabled:

Screen Shot 2020-11-13 at 10.50.00.png

Then, go to Cog icon > System > Default user preferences and confirm if the default outgoing email format is set to HTML:

Screen Shot 2020-11-13 at 10.51.23.png

If the user who is receiving the notifications are an internal user and not an external customer, then it might be worth it for them to check on their profile if they set to receive notifications in HTML format. They need to check this on Profile picture > Personal settings > Email notifications format:

Screen Shot 2020-11-13 at 10.53.37.png

Please, give it a try and let us know how it goes.


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