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We've recently improved @ mentioning in Jira Service Management. This has been highly requested over the years so we made some changes to make your lives easier.
I'd love to hear any feedback you have so we can better understand the impact of this work on your day to day experience with the product.
The changes we made were:
Why can't agents @ mention any user? We are aware that many customers, particularly larger ones, may have thousands of users on their instance of JSM (in some cases, both internal and external). We want to broaden the pool of people that can be @ mentioned but will need to make sure we offer restrictions to respect privacy concerns first.
We plan on continuing to improve this experience, but I wanted to check in with JSM users to gauge your feedback.
Would love to hear from you!
Product Manager, Jira Service Management