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Agent cannot mention customer in JSM issue

As an Agent and Administrator of a JSM project, I cannot mention (@) a customer who is not the reporter of the issue.

1 answer

0 votes

Hello @Emanuel Boder ,

That is how it currently is - you can only mention reporter or other agents. 

This is a feature I would also find useful in Jira Service Management and there is a feature request for this created here:

There is also an Atlassian update from 1st of March in the ticket, so you can fill in the form and give some feedback.


Jack Community Leader Mar 08, 2021

yes. it would be nice if you could mention a customer that is on the RP list. I would not want to see the ability to mention any customer not on RP list. That is, I feel like being on either the Reporter or RP should be a prerequisite for customer mentions.

So there really is no possibility to get the attention of another customer in a JSM issue? What about the possibility of adding another customer to watch an issue or comment in it?

Hello @Emanuel Boder ,

As Jack mentioned, you can use Request Participant field. See the documentation here:

That way the person gets notified, it works the same as a watcher basically. Req. participant can also comment on the issue.


Ok , I added a customer as a Request Participant and now I can mention them. 

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