• Community
  • Products
  • Jira
  • Questions
  • When adding a service desk comment through automation, is there a way to put the reporters name in the comment dynamically?

When adding a service desk comment through automation, is there a way to put the reporters name in the comment dynamically?

I have automations based on SLA's.  so that every 4 business hours, if the ticket is waiting on a user response, it will add a comment reminding the user to respond.

The problem is that requested participants also receive the email notification.  It can be a little confusing if I cannot direct the comment to the original reporter.  The participants are confused at who is being nudged for an answer.

Is there a way to add the reporter's user name to the comment?

Or is there an alternative way for me to alert only the reporter that their ticket is waiting on a response?

Thank you,

Marc

1 answer

You may try the following (not a very elegant solution but should work):

Create a transition that uses a post-function that adds a comment  to the issue and puts the reporter name into the comment as plain text or using "mentions".

 

That sounds like it is worth a try.  However, my SLA is based on how long the issue is in the status. If I transition to the same status... i wonder if it will start the SLA over.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Oct 16, 2018 in Jira

Looking for anyone who made the switch to Data Center

The Jira Marketing team is putting together an ebook on migrating to Data Center. We're looking for pro tips on how you staffed your project team and organized your Proof of Concept. Share yo...

1,095 views 11 10
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you