Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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.

Hi @Dirk Ronsmans 

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


Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

196 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you