Unable to see the user's details.

[Aisha Jahan]

Hi Team,

When I add @ and try to find users, it shows no results. Can you suggest me a solution?

Regards,

Aisha

[Tansu Akdeniz]

Hi @Aisha Jahan 

In addition to Tobias answer, agent may be missing "Browse users and groups" global permission if you can not mention any user. Please check Jira Service Management Agent unable to "Mention" users in comment page. 

[Aisha Jahan]

Hi Tansu,

Thanks for your quick response; After adding the group suggested in the article the problem is partially resolved, And now we can see the agent and the reporter who raised the ticket when we go to the particular ticket, and add @ but in the same ticket we can't see other users.

Not sure if Jira works like that, Can you please suggest?

Regards,

Aisha

[Tansu Akdeniz]

You are welcome. What do you mean by other users? Customers or licensed users? Do they have access to the ticket?

I believe the following post may help you solve the issue. 
How can I mention a user in the comment field?

[Tobias H]

Hi Aisha!

If the user isn't a part of the ticket (reporter, request participant) or an agent, they won't be findable by writing @Aisha Jahan