Who can customers mention in JSM customer portal/help center?

[Catrine Lundström]

Who can customers mention in JSM customer portal/help center?

I get that they can mention other customers in same organisation.

And maybe the actual assignee on an existing issue.

But is the intention that they should be able to mention other users/service team members too?

BR

Catrine

[Jack Brickey · Accepted solution]

Hi @Catrine Lundström ,

you might want to review an follow this thread. It outlines the capabilities of customer mentions. JSDCLOUD-1476 - the @mention feature does not work for customers or request participants unless those users have permission to browse the project  . You will see that some capabilities have been addressed including:

1. Portal experience: End users can @ mention any user that they are allowed to add as a Request Participant. This means that, if the service desk has organisations configured and the end user is a member, they can @ mention anyone within their organisation. They also can @ mention any other user that the agent has added to the ticket as a Request Participant.
2. Agent experience: Agents can now @ mention any request participant. They do, however, have to add them as a request participant first but can immediately @ mention them once they have done that (this allows admins to disable this feature by hiding the "Request participants" field from the issue view).

[Amy Schindel]

It's now 2025... has any of this functionality changed?

[Jack Brickey]

@Amy Schindel , the aforementioned remains unresolved and the latest info is posted there.