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Cannot '@' mention specific user in Confluence

I have a user that I cannot direct mention via '@' in Confluence Cloud. Same user can be '@' mentioned in JIRA Cloud. She is a member of both "default user" groups for JIRA and Confluence (the same configuration for hundreds of other users that can be '@' mentioned). 

Have checked numerous other articles, most of which are older and suggest reindexing (a feature no longer available to admins in cloud). Example:





For Atlassian: Affected user is

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@Zack Foster I had a similar situation recently where I couldn't @mention *any* users on Confluence, only groups (didn't try Jira). Short answer is that I contacted Support and they determined the problem was with my user, so they implemented a workaround where they deleted my user then recreated it. After they did that, the problem was fixed.

From Atlassian support just a few days ago - hope this helps.

After checking the behavior mentioned by you in your last comment, I was able to notice that it is related to an internal bug which we are currently investigating with our dev team as it is affecting other users as well, and we've got confirmation from other users that once we've deleted the user and re-create it the problem goes away.

@Dan Winkler Thanks for the reply. Seems like the problem is limited to just the one user (a user that EVERYONE is unable to tag), so I tried the delete/re-add trick, but to no avail, sadly. 

Escalating to Support, thanks for the help.

@Zack Foster Sorry my suggestion wasn't really helpful. Seems like there are some similarities in what we're experiencing but it's not exactly the same issue. We're on Cloud - are you on Server?

No, cloud here also. To me, seems like a problem the auto-reindexing should handle, but no such luck. 

Hi Guys, same problem here with 1 specific user. I cannot delete / recreate him as he is coming from the Active Directory Atlassian is using. Tried to delete from Confluence groups and add -> did not solve; rebuilding search index -> did not work; rebuilding user index -> not working neither. If there is any other idea, I'd be glad to try it...

Update: I can tag the user in the "People" module to add her to a team, then link that whole team (including her) to a Confluence page via '@team', but still cannot link to her directly. 

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