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; } } }

Unable to find Users in @mention or user fields

Joshua Jackson

I have an issue that has popped up where when you try to select a user via either an @ mention or when you try to select a user via a user field (like the reporter field) that the full list of users does not load and ultimately you are unable to select the user you are looking for

However, if you go to user management you are able to find the missing user. This issue is happening across a large number of users in the system and impacts every user (Admin and Non Admin). This issue happened after doing an update from Jira Service Desk 7.3.7 to version 7.4.2.

I checked the global permissions for browse user however it is currently set to allow anyone to browse users so I am not sure what else might be the issue

Accepted answers

Joshua Jackson

I was able to resolve the issue by restarting the server that had Jira installed on it. Once the server was restarted everything started working correctly

All comments

Josh Steckler

@mentions can only be made in comments to users that can see the project (browse projects permission).

somethingblue

Hi Joshua,

You stated this happens to admins and non-admins. You stated you could not select a user. Be sure to review what Josh said about the Browse Project permissions and review the Mentions are not working in JIRA applications knowledge base article for more information.

Cheers,

Branden

Joshua Jackson

@Josh Steckler

So in this case, I checked and the users do have full access to the projects (In addition this happens with the Jira admin users as well).

I also tested by creating a new test project to see if it was only an issue with existing projects which did not have any impact

Joshua Jackson

I was able to resolve the issue by restarting the server that had Jira installed on it. Once the server was restarted everything started working correctly