@mention doesn't work for a specific user

Question

Hi,

One of our agents is unable to mention his colleagues in the comments, he gets @[~example_a] instead of the mention in blue. I checked the global browse users permission and since he's a member of the "service-desk-agents" group, he inherits this permission. Also, no one else in this group has a problem with mentions, as every member of his other group too.

Any solutions ?

Thank you!

Caroline_Courchesne · Answer

Thank you, turns out the user had the Text view instead of Visual in the comment box so the mention appeared as wiki markup which made us think that it didn't work. Sometimes it is so simple haha!

Randy_dyxb6i · Answer

Give a re-index a try.  I've seen this happen and a reindex fixed it in the past.