Can't @ mention a user, users not receiving tasks

Question

Once again it's an hours-long adventure just trying to add a new user to Jira. Here's what's happening this time:

I sent the user an invitation to join. They joined. I see them in the list of users I can assign tasks to but they don't get a notification and there page (somewhere - I don't know where to find it again) says they have no assigned tasks.

Further, I can't @ mention another user that I had previously been able to mention in a task.

My goal initially was to be able to add new users and only allow them to view tasks to which they are assigned. That seemed to be handled through Issue Security - but it said Issue Security was not enabled for the project. So I believe I added it (I think) and I added permissions. But still the new user was not seeing any tasks even though they were assigned, and the existing user now can't be @ mentioned in a task.

My message to Attlassian support was auto-responded - as usual - with a message saying there is a high volume of requests Well duh - it seems a small business owner needs to also have a PhD in Attlassian-ese to make this product work.

But I digress. Does anyone know how I can just add a new user, let them only see their oen assigned tasks and allow me to see all tasks, users and @ mention them when adding a new tasks? Or do I have to hire a third party consultant to set this thing up for me? I waste more time on this than I can afford anytime I try doing anything other than just use it.

Help would be greatly appreciated.

Trudy P Claspill · Answer

I am sorry you are having a bad experience.

Full disclosure - I work for an Atlassian Platinum Solutions Partner that operates in North America. If you wish to consider engaging a partner in this region you can check our web site or I can help you engage directly with our team.

https://www.praecipio.com/

https://partnerdirectory.atlassian.com/

PHC Admin · Answer

Hi Trudy - thanks for your detailed response. I just am going to pay someone to figure this out since I don;t have the time to do this and still manage my business. My conclusion is Atlassian has made this too complicated for anyone who isn't dedicated to IT. When I spend too much time on configuring Jira, I'm not serving my customers or running my business. If I wasn't years into using this, I would dump it for something less convoluted and cumbersome. The really frustrating part is I continue to run into things like this (yes, because I don;t have the time to pour through pages and pages of Confluence documentation and hunt down community members offering advice) and Atlassian seemingly could not care less. So now on top of what I pay for Jira and Service Desk, I have to pay someone to make it work. Sorry for the rant and thanks for reaching out.

Trudy P Claspill · Answer

Hello @PHC Admin

Addressing first the "let them see only the tasks to which they are assigned" -

* Are you using a Company Managed project?
* Have you set up an Issue Security Scheme and associated it to the project?
* What are the Security Levels configured in that Issue Security Scheme? Please show them to us.
* Is the Security Level field enabled in the issue screens?
* Has the user been granted the Set Issue Security permission in that project?
* Has the Security Level on the individual issues been set to a level that enables the assignee to see only their own issue and allows you to see the issue too?
* Do you have any issues that don't have a Security Level assigned?
* Does the issue security seem to work for al the other users already? If so, what are the differences in Project Role assignments and/or Permissions between the new user and the existing users?

Regarding the @mention of users in a task to which they are not assigned - I have not tested that but if the security level assigned to the issue would not permit the user to see the issue, that might be blocking your ability to mention the user in that issue. Or is the problem that you can't even mention a user in a task to which they are assigned?