Using @mention in ServiceDesk comments not working as expected

[Paul Richard]

When service desk agents try to use the @mention functionality in a comment, the list of proposed users consists of only the reporter, assignee and other agents. I've checked the Browser Users permission and the agents are members of a group assigned this permission. Adding users as participants to the issue doesn't help. Is there another permission that is needed?

Software/Core version is 8.2.2

Service Desk version is 4.2.2

[Kai Becker · Accepted solution]

@Paul Richard this is right, as @mentions are not send out to customers in your version of JSM.

@mentions to customers are included with version 4.18.1. See here: https://jira.atlassian.com/browse/JSDSERVER-1476

[Paul Richard]

@Kai BeckerLooks like an upgrade is on the cards. Thanks for this!

[Robert Wen_ReleaseTEAM_]

Hello @Paul Richard 

Have a look at the Browse Users and Groups global permission.  It's the one that manages the users you see with the @mention functionality.

[Paul Richard]

Thanks @Robert Wen_ReleaseTEAM_ but as I mentionned I did check Browse Users under global permissions and the users I would like be able to @mention anyone are members of groups which are assigned to Browse Users. I was looking for other explanations.