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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?
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!
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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?
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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.
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Now that Atlassian bought Code Barrel's Automation for Jira, is it free or do we still have to pay a subscription for it?
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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.
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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.
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That actually doesn't work for me :/
Are you doing this in Service Desk via the Agent view?
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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.
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@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
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Seems like unfortunately this cannot be done in Service Desk's project Automation rules.
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@Amy CORMAN , @Felipe , @Marwan Osman
Here is how you do it [{{reporter.displayName}}|~accountid:{{reporter.accountId}}]
It is different in cloud
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@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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For Jira Cloud, I have experimented following and works perfectly.
[{{reporter.displayName}}|~accountid:{{reporter.accountId}}]!
It displays the username in a comment and links it accordingly.
Thanks, @Hamdy Atakora
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