Lost the ability to tag (@) someone in a ticket comment?

Question

What might be some reasons a user of a project can no longer tag or @ anyone in the comment box of a ticket they own?  It seems to be isolated to this user.  We have tried in Edge and Chrome with the same results.  Cleared cache.

This user was recently added to another project as a customer and since then, her ability to tag has been lost.

I have tried to migrate to Atlassian (she is a standard, trusted user of Confluence, JSM, and Jira Software).  I saw an article that mentions the users profile settings but not finding anything that seems to be related to tagging or the ability to tag.

Wendy Sachen · Answer

Thanks for your patience.  Sounds like she was in the customer portal.  She uses confluence and Jira Software so I guess it was just assumed that it was available in the customer portal as well.  :(   Thanks for the response.

Angélica Luz · Answer

Hello @Wendy Sachen,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know where she is trying to mention other users.

Since she has access to Confluence and Jira Software as well, may I know if the issue also happens in these products, or is it restricted to JSM? Can she mention other users in Confluence pages and Jira Software tickets?

If she is trying to mention users in comments of tickets from the customer portal, it’s expected that it won’t work because this functionality wasn’t implemented yet.

Support mentions in Customer portal

You mentioned that migrated her account to Atlassian account, but please, double check if her account is not duplicated (as a user and as a customer). It’s important that only one account remains active on the site, with this said, please go to User management > Jira Service Management and make sure her account there is inactive.

Kind regards,
Angélica