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Customers can't @ mention user

Kaitlin Madsen March 29, 2023

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! 

4 answers

1 accepted

1 vote
Answer accepted
Kaitlin Madsen March 30, 2023

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 30, 2023

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

1 vote
Tansu Akdeniz
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 29, 2023

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 March 29, 2023

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. 

1 vote
Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 29, 2023

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 March 29, 2023

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

Jira Service Management.png

 

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

0 votes
Mahmud Abdu April 24, 2024

Hi,

I had the same issue and solved it by changing the customer permission to "customers can search for other customers within their project or organization" and they where able to mention/tag other users after that.

Screenshot 2024-04-24 112303.jpg

thought to share in case it helps others when they land on this page from google search.

 

Regards,

Mahmud.

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