nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Using @mention in ServiceDesk comments not working as expected

Paul Richard

When service desk agents try to use the @mention functionality in a comment, the list of proposed users consists of only the reporter, assignee and other agents. I've checked the Browser Users permission and the agents are members of a group assigned this permission. Adding users as participants to the issue doesn't help. Is there another permission that is needed?

Software/Core version is 8.2.2

Service Desk version is 4.2.2

Accepted answers

Kai Becker

@Paul Richard this is right, as @mentions are not send out to customers in your version of JSM.

@mentions to customers are included with version 4.18.1. See here: https://jira.atlassian.com/browse/JSDSERVER-1476

All comments

Robert Wen_Cprime_

Hello @Paul Richard

Have a look at the Browse Users and Groups global permission. It's the one that manages the users you see with the @mention functionality.

Paul Richard

Thanks @Robert Wen_Cprime_ but as I mentionned I did check Browse Users under global permissions and the users I would like be able to @mention anyone are members of groups which are assigned to Browse Users. I was looking for other explanations.

Kai Becker

@Paul Richard this is right, as @mentions are not send out to customers in your version of JSM.

@mentions to customers are included with version 4.18.1. See here: https://jira.atlassian.com/browse/JSDSERVER-1476

Paul Richard

@Kai BeckerLooks like an upgrade is on the cards. Thanks for this!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira-service-management

jira-service-management-server