Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

mentions or watcher in jira service desk , does not populate the users

When we want to add a user by using "@" in the comment box or reply to a customer or just a comment, it's not showing up in any user in the org. 

And even adding watchers to the watcher list does not appear user names to allow users to see the tickets.

Can we get a resolution on this asap

1 answer

0 votes
tom lister Community Leader Oct 01, 2020

Hi @Ruthresh M 

In service desk only agents and members of the service desk team can see the tickets.

Customer will need to use the portal.

If there are users in the organisation who need to see tickets e.g. dev teams, they can be added to service desk team. They won’t need to have a full agent license


Hi Tom,

Thank for the inputs, but iam not quite understood .

Is there any way , I can show via remote session what actually iam looking for . Hope that will be much more useful .


Please let me know , if there is a way for remote.



Hi Tom,


I also wanted to update that , Jira was already populating the users in mentions and also in watcher list. However the mentions and watchers was working fine with all the user list in our org. 

Something went wrong and unable to figure out.  Could you please assist further , as its impacting our project for ticket closure and other works .

having the same issue in one of our projects @ is not pulling suggested user tags per usual. checked to make users were still listed as service desk agents and they are 

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you