Cannot use @user in jira tickets

[Heather Hargreaves]

I currently am unable to trigger the @User feature when trying to tag users in comments or tickets. I can't seem to find anywhere to enable / disable this widget and can't seem to find anywhere it's blocked in my browser.

When typing @xx nothing happens.

[Thorsten Letschert _Decadis AG_ · Accepted solution]

Hi @Heather Hargreaves ,

Since this question has been added to Jira Service Desk: are you referring to the Jira issue view or the customer portal? In the latter case, @-mentioning is unfortunately not possible.

In the first case, I'd check for the Browse users global permission.

Cheers
Thorsten

[Heather Hargreaves]

apologies, perhaps I am in the wrong area!

I am simply referring to day-to-day ticket management for Jira tickets. I've checked in three separate browsers and unable to mention users, even though my team can. Permissions in the groups I am in are the same for everyone.

[Thorsten Letschert _Decadis AG_]

Hi @Heather Hargreaves ,

Everything's fine. Just wanted to make sure we're on the same page.

Basically, two prerequisites should be full-filled:

Your user needs the global permission Browse users (https://confluence.atlassian.com/adminjiraserver080/managing-global-permissions-967897260.html)
Users you'd like to mention need the project permission Browse projects - you can only mention users on a ticket that are allowed to see the ticket (https://confluence.atlassian.com/adminjiraserver080/managing-project-permissions-967897263.html)

A KB article adressing this problem providing additional causes can be found here: https://confluence.atlassian.com/jirakb/mentions-are-not-working-in-jira-300813787.html

Last but not least there seems to have been a bug that might be worth reading (since I don't know the Jira version you're running): https://jira.atlassian.com/browse/JRASERVER-45836

Cheers
Thorsten

[Heather Hargreaves]

Brilliant, thank you, much appreciated!