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Added a new user to Service Desk team and they cannot "@" other team members on tickets.

Like the title says, I have added a new team member to a Service Desk team. They cannot "@" other team members on tickets. Neither internal notes or on customer replies. When typing "@" into the comment field, the list of people to @ does not show up. Typing the full name of the user also does not work.

I have confirmed they have site access and access to Jira Service Management along with being added to the jira-servicedesk-users group. Also confirmed they have the service desk team role in the project settings.

Not sure where to go from here.

1 answer

1 accepted

3 votes
Answer accepted

Hi @Jeffrey Figueroa ,

Could you check your global permissions? There should be one called "browse users & groups". That defines who can do the @mention and see other users.

 

it might be that there was another group created for that and added which you missed for that new users then.

https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/

Hi @Dirk Ronsmans 

Turns out the jira-servicedesk-users group did not have that permission. Enabling that fixed the issue.

Thanks!

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
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