When we auto-resolve and auto-close a support ticket, Automation for jira will add a comment that is visible to the customer.
The problem is that the comment is reported by 'Automation for Jira' instead of behalf of a support agent or other generic user.
Is it possible to have the comment added by automation for jira but have the comment on behalf of the issue assignee?
Thanks for your question. I'm afraid that it is not possible in Cloud at the moment. As you may be aware, it isn't possible to change the rule actor in Cloud at the moment (we're tracking this issue at AUT-56.
In the case of your question around the comment author, we have an improvement in our backlog to enable this, AUT-1408. We have some higher priority items to attend to in our backlog at the moment so it will be some time before we can get to this.
Simeon [Automation for Jira]
It is possible to do a mention in a Jira comment. The full details are in our docs but the following syntax should work for you:
This will mention the assignee. It isn't possible for Slack currently since they changed their usernames in line with GDPR changes.
Yep, if the issue isn't assigned and you don't want to use some other attribute, like reporter, then you can mention yourself directly.
But you will need to use your account ID. I don't think gil.levy will work for you. You can try that, but if it doesn't, you'll need to view your profile in Jira to get your account ID:
The account Id is the part in the URL after /people/. In mine case it starts with 5B.
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