Unable to mention users on Service Desk

[Ivan]

We have a Service Desk project that the entire "Service Desk Team" and "Service project customer - portal access" has access to "Browse"
So, then user1 trying to mention some user2 from portal (with @ and [~login]), there is no success. But if a user from "Service Desk Team"(which has access to Helpdesk tickets directly) trying to mention user from Helpdesk ticket from Jira (not portal), all works fine. How can we resolve this problem?

[Carlos Faddul · Accepted solution]

@Ivan the customer can't mention agents

The way to to this, is if the customer add the agent in request participant.

I hope I helped you.

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