Customers can't @ mention user

[Kaitlin Madsen]

Hello! 

We recently added a new user to our Jira Service Management account and "customers" cannot @ mention her. We've checked settings and replicated against someone they can @ mention, but nothing has worked. We've even had customers clear their cache to see if that was somehow the problem (which didn't work either). What other steps can we try to troubleshoot this? 

Thanks! 

[Kaitlin Madsen · Accepted solution]

What fixed this was adding the internal agent as a Customer. I'm having a hard time finding applicable documentation for Jira Service Management, so I'm not sure if this is a bug or how it's intended to work. But we can at least @ mention the agent now. 

[Paul Wiggers]

That is good to hear. I guess that Customers are seen as a separate group as well. 

[Tansu Akdeniz]

In addition to @Paul Wiggers answer, please take a look at the Atlassian Update section in JSDCLOUD-1476 ticket.

Also: Jira Service Management Agent unable to "Mention" users in comment.

[Kaitlin Madsen]

Thanks! This seems to be to @ mention customers. My issue is that customers cannot @ mention a specific agent while being able to @ mention other agents. 

[Paul Wiggers]

Hello @Kaitlin Madsen ,

When this happens, it is usually a permission issue. Please make sure that the newly added user is in the same groups as the previously created users.

Are those customers you speak of, internal JSM users or are they portal-only users?

[Kaitlin Madsen]

I checked the groups listed under their user settings and they are the same (unless I'm missing something - see image below). 

The customers are portal-only users who cannot @ mention the user/agent. Internal users can @ mention her with no issues.