We are unable to tag the employees instead of requestor.
If you try to ping/mention users in Jira Service Management (or CSM) - they have to be a Request Participant or Added to the Space in some shape form or fashion (not unlike Jira - not to be confused with customer access only).
All of which requires them to have an Atlassian Account overall.
In Jira - they just need to be in the Space or have access to said space. (Usually)
The rest Thanasis mentioned also applies - but check my initial points first - those are usually the main culprits.
Hi Narendra, If by "tag" you mean @mentioning people in a comment or description, and you're only seeing the requestor (reporter) instead of other employees, that usually comes down to mention permissions in Jira Cloud. Two things control who appears when you type @: 1. Your ability to look up users. You need either the global permission Browse users and groups, or at least Browse projects on that project. Without those, the mention list can be empty or limited to people already on the work item (reporter, assignee, approvers, and user-picker fields). That matches only being able to tag the requestor. 2. Who can be mentioned. The person you're trying to tag also needs Browse projects on that project. Employees who aren't in the project won't show up. To fix the common case: 1. Ask a Jira admin to open Settings > System > Global permissions. 2. Grant Browse users and groups to the group your team uses (or add your users to a group that already has it). 3. Confirm the employees you want to mention have access to the project (Browse projects). References: - https://support.atlassian.com/atlassian-cloud/kb/cant-mention-other-users-on-jira-cloud-work-items/ - https://support.atlassian.com/atlassian-cloud/kb/missing-users-on-mention-list/ If you meant something else, like assigning the work item, adding someone as a JSM request participant, or a user-picker field on a form, say which screen you're on and we can narrow it down.
Thanasis Nikolaou Thank you.
I have mentioned in the ticket "@" but the name didn't popup, particular person.
for example @nicole unable to find the name.
Thanks MS
@Narendra Kumar I forgot to mention - if you can't add a user as a "Request Participant" - they need to have the JSM Customer (minimum) role in the Org - or be added as a customer to the space via the Org or directly.
That is also a tripping point.
ok thanks MS
one more question,
we are unable to change the ticket status in to pending?
Four primary reasons why this is a thing - presuming your showing us a user who can transition.
1: User is not a JSM Agent Licensed user AND Service Desk Team Role in the space. (Anyone else - even admins - cannot transition unless the permission scheme is heavily modified)
2: Workflow is restricted - check pathing/validators/post-pre validators.
3: Ties into #2 - Required Field.
4: Marketplace App is blocking (IE: Scriptrunner)
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