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

[Marwan Osman]

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?

[edwin vasquez · Accepted solution]

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.

[Marwan Osman]

That actually doesn't work for me :/ 

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

[edwin vasquez]

[Marwan Osman]

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.

[Hamdy Atakora]

@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

[Marwan Osman]

Thank you so much @Hamdy Atakora you rock!

[Felipe]

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

[Hamdy Atakora]

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

[Alexandra Stan]

@edwin vasquez  hey there. got to a new company and it seems that Jira here doesn't provide any results when adding @reporter or @assignee, do you happen to know any reason for this or if this can be enabled? tried looking for about a week everywhere but I can't seem to find it. 

[Andy Creech]

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. 

[Mustafa Slatewalla]

this worked for me.. thanks !! 

[Steve Playford]

This works :-)

[KC Burney]

Thank you so much! This worked for me as well.

[Aashutosh Kumar]

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.

[Marwan Osman]

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!

[Tom Williams]

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? 

[Jay Chapani]

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

[Tom Williams]

@Jay Chapani 

try this

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

[Andy Creech]

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. 

[Jay Chapani]

@Tom Williams  -  Same result no luck.

@Andy Creech -  I am using Service Desk automation.

[Marwan Osman]

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

[Objects Jira Admin]

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 

[Marwan Osman]

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

[Amy C]

same for me

[Hamdy Atakora]

JIra SDk cloud or server?

[Amy C]

With JSD Server, I tried everything...

[Hamdy Atakora]

@Amy C , @Felipe , @Marwan Osman 

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

It is different in cloud

[Amy C]

Hello,

Doesn't work for me.

Regards.

[Hamdy Atakora]

@Amy C 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

[Amy C]

JSD Server