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Upcoming changes to username mentions in wiki markup in Jira Cloud

Hello Community,

I’m Nikhil, a Product Manager in the Jira Cloud team. I’d like to share upcoming changes to username mentions in wiki markup in Jira Cloud. 

What’s changing?
Username mentions in wiki markup text, for example [~nkulkarni], will no longer work in Jira Cloud products.

Why is Atlassian doing this?
Atlassian is making a number of changes to our products and APIs in order to improve user privacy in accordance with the European General Data Protection Regulation (GDPR). We had previously announced that we are moving away from usernames in Atlassian Cloud products and recently announced removing user name support completely from Jira Cloud webhooks and Jira Cloud REST APIs. The current changes are in line with our username removal plans.

What do I need to do?
If you have any bots or APIs that write wiki markups with username mentions, we recommend updating them to use account ID mentions (e.g. use [~accountid:account-id-string] instead of [~nkulkarni]. You can refer to our API documentation for more details. 

When you want to mention your team members while typing a comment or using any other field with wiki markup, simply use the user picker instead.

When will this happen?
These changes will start rolling out February 10, 2020 onwards and we expect to complete this over the next few weeks. 

Thanks, and let me know if you have any questions regarding this update,

Nikhil

13 comments

SriKumar P Atlassian Team Feb 07, 2020

Hi @Nikhil Kulkarni ,

Thanks for the update. It actually helps a lot (preserving the content ownership) during the Migration from Server to Cloud. 

Just curious on how this will work during the cloud to server Migration. Do the Account id's still be taken to the server as a reference for content ownership and can that be changed by customer in Server or it will remain intact.

 

-Sri

Hi @SriKumar P 

Note that this change is only about how Jira Cloud treats user mentions in wiki text, and doesn't affect ownership of anything.

The editor in Jira Cloud has created user mentions referring to account IDs in wiki text for some time now. For customers wanting to import this data in Jira Server, there is a plugin available on Atlassian Marketplace that allows account ID based user mentions to display.

This change is to do with Jira Cloud no longer supporting wiki text with user mentions referring to user names.

Edit: See https://marketplace.atlassian.com/apps/1221117/cloud-compatibility-for-jira?hosting=server&tab=overview

enigma Atlassian Team Feb 09, 2020

Hi @SriKumar P ,

 

In case a customer executes a cloud-to-server migration, then they should use this pluging https://marketplace.atlassian.com/apps/1221117/cloud-compatibility-for-jira?hosting=server&tab=overview, which converts account-ids to more user friendly text in wiki-makrup fields.

 

- Mostafa 

Thanks for this update on username mentions in wiki markup in Cloud.

I know that this change has already been made, but will mentions in the format of [~account-id-string] also work on Jira Cloud?

Ben Kelley Atlassian Team May 28, 2020

Hi @Alex Dueppen . For the moment no, as until we remove support for user names, that would be ambiguous. I guess it is something we can consider for the future though.

Hello Ben Kelley,

Are you aware that this update has negatively impacted our ability to communicate with our customers? This wiki markup was the only workaround to to several open JSD tickets/problems/requests. The workaround is now obsolete without any permanent solution for issues like JSDSERVER-1476. I cannot figure out how to communicate with anyone in an organization or any requested participant or any watcher already assigned to an issue, unless that user has already commented on the issue or reported it. As I understand, no one in our team can. This also affects our ability to work and communicate with other companies (JSD Customers) who we collaborate with on projects for mutual clients.

Please, please, please find a solution to this communication issue.

Ben Kelley Atlassian Team Jun 18, 2020

Hi @Jason Fingerhut . That issue seems to be for JSD Server. This change only affects JSD Cloud.

Granted Ben Kelley, but that is simply an example and we are under the impression that JSD Cloud is not completely different from the Server version. I have to wonder if you looked at the ticket? Your response doesn't really address the underlying communication problem. For clarity, my operation uses JSD Cloud. I believe this is a shared feature between JSD Cloud and Server, but feel free to correct me if I'm wrong.

Are you saying that JSD Cloud never had the ability to use wiki mark ups to communicate with Customers?

Are you saying that there is a way to mention Customers despite the previously outlined concern? 

If I am incorrect, can you demonstrate this by providing a suggestion? Resolving our inability to communicate with Customers easily? Am I simply confused?

Wiki markups was the only way we could communicate with Customers who hadn't already commented on an issue despite those Customers 1) being part of an organization assigned to the issue, 2) being watchers of the issue, and 3) being participants of the issue. This makes little sense to us. Why wouldn't this be controlled through administrative permissions? (rhetorical question)

I think it's logical that Agents have the ability to mention Customers to make them aware or request something specific from them. Doesn't everyone? (rhetorical question)

How do we get other previously uninvolved Customers involved in an Issue without going outside of JSD Cloud (email, phone, text, etc.) and requesting the Customer comment so we can communicate back and establish a record of communication?

As you can see from the referenced ticket, the wiki markup was a workaround to what seems to be a rather inflexible communication limitation. 

Also, thank you for the rapid reply. It is very much appreciated.

Ben Kelley Atlassian Team Jun 21, 2020

Hi @Jason Fingerhut . The ability to search for users and mention them in a ticket definitely behaves quite differently between Server and Cloud. There are certainly limits on the visibility of requests in JSD.

Unfortunately the fuller workings of who does and does not appear in the user picker is beyond my scope. I would suggest that if this is a concern in Cloud, you should explicitly raise a support ticket for your JSD Cloud instance. Any change in JSD Server behaviour in this regard won't be reflected in Cloud. My understanding is that there are situations where it is desirable for certain people not to see other people's tickets, but I am by no means an expert in this area. This is why I suggest contacting support.

I appreciate that the wiki text mention is a workaround for this particular issue. Keeping in mind that Jira Cloud APIs no longer return user names, my only suggestion is to mention users by account ID (as described in "What do I need to do?"). Of course this section is targeted at application integrations, where knowing someone's account ID is just an API call away. I understand that this is not a particularly good workaround for agents typing in tickets.

Ben Kelley, thank you for the thoughtful input and suggestion for resolution. I will do as you have suggested and contact support/open a ticket.

 

Kindest Regards and Well Wishes,

@Nikhil Kulkarni @Ben Kelley 

Hello again,

I apologize this issue is not going away... This update removed our ability to communicate with customers and JSD Cloud users need a work around to the update.

Are you aware that this update has negatively impacted our ability to communicate with our customers? This wiki markup was the only workaround to to several open JSD tickets/problems/requests. The workaround is now obsolete without any permanent solution for issues like JSDCLOUD-1476 (opened five years ago and well before this update). I cannot figure out how to communicate with anyone in an organization or any requested participant or any watcher already assigned to an issue, unless that user has already commented on the issue or reported it. As I understand, no one in our team can. This also affects our ability to work and communicate with other companies (JSD Customers) who we collaborate with on projects for mutual clients.

Please, please, please find a solution to this communication issue. The user picker should allow me to select and communicate with anyone and be limited only by Administrative settings if my company chooses such. this update has made JSD less, not more.

This issue is preventing us from using JSD across our entire corporation. We began using it for a small project, and love it, but this is a deal killer. We cannot seriously invest in a product with such unresponsive support. No medium to large companies can. Please consider taking this seriously. JSDCLOUD-1476 was opened five years ago. It's been 'gather interest' ever since...

Hi @Jason Fingerhut

Sorry to hear about the inconvenience you’re facing. 

Like my colleague Ben suggested earlier, you could try mentioning users by account IDs (as described in “What do I need to do?“). If that doesn’t work for you, please raise a support ticket for your JSD Cloud instance so that the right team can look into this and provide appropriate advice.

Thank you and have a good day!  

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