Agent cannot mention customer in JSM issue

[Emanuel Boder]

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

[Adam Rypel _MoroSystems_]

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: https://jira.atlassian.com/browse/JSDCLOUD-1476

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

Regards,
Adam

[Jack]

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.

[Emanuel Boder]

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?

[Adam Rypel _MoroSystems_]

Hello @Emanuel Boder ,

As Jack mentioned, you can use Request Participant field. See the documentation here: https://confluence.atlassian.com/servicemanagementserver/adding-request-participants-939926441.html

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

Adam

[Emanuel Boder]

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