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Unable to mention other users on Service Desk

I am unable to mention other users by @ in internal comments or reply to comments in our workspace (though strangely, when I @ while posting THIS question, I THEN have user suggestions appear).

My jira system admin and I have tried to follow the instructions here but they do not seem to work:

There is another 1 colleague of mine on this system having this issue, but all other users seem to be working fine the way they should be.


2 answers

0 votes

@j_s_taskis  , in the JIRA global permissions, do you have access to 'Browse users'?


Refer to


I suspect you dont have and that is why you are not able to @mention users.

@Fazila Ashraf I do not but my boss does. I have looked over his shoulder when he was accessing global permissions and I'd been given 2 "roles".

1 being Service-desk and another being Customer-service (these 2 are slightly paraphrased because I can't 100% remember the names, however the jist is there).

I 100% agree that it must be a global permissions thing as I am able to @Fazila Ashraf here and not @ someone in my own workspace. I'm new to this so I appreciate you taking the time to help me out.

Fazila Ashraf Community Leader Sep 16, 2020

@j_s_taskis  , the global permissions do not use roles but only group. I suppose you were looking at the project permissions.


Can you give this link to your site admin and have them check on the 'Browse users' permission?

Like Guilherme Evangelista likes this

@Fazila Ashraf I have and he'll look at this when he can. I'll also ask him to reply to this article if it works/doesn't work

Like Fazila Ashraf likes this

Hi Everyone!!

I've got the same problem with my jira user. All my colleagues can mention another project colleague but not me. Before I tell my admin, @j_s_taskis , Did you resolve it through these steps??

Thanks in advance!

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