Users can't @ mention colleagues in ticket

[Kate Hunter]

Some people on my team cannot tag their colleagues in tickets. When I type in the "@" and type a name, the name turns blue and the that person if notified about the mention. A group of people on my team cannot mention people -the name stays as regular text. I have included an image of what it looks like for me, but the other team members do not get this blue text.

From my end, it looks like they have the same permissions access as the rest of the team. 

[Nic Brough -Adaptavist- · Accepted solution]

1) New users must not be added to the "can log in" groups. Then they won't count towards your licence. (The group is usually "jira-users", but check your admin -> global permissions before assuming that)

2) Yes, look up "notification schemes", where you'll find you can set up targets for events. For example "issue commented" - email "reporter", and "issue closed" - email "reporter" and "current assignee"

[Peter]

Thank you, nice! I can handle the answer #2. But where in Jira do I set the standard groups users are added to? Much more: how to avoid users are added automatically to 'jira-users'. I created a group called non-jira-users, and would like to have new users added to that group by default.

[Nic Brough -Adaptavist-]

Yes, this is a bit of a sticky one. Admin -> Global permissions is where you need to look for the "standard" groups, because...

All new users are automatically added into any group you put in the "can log in" setting.

There's no way around that without a bit of coding. Things like the Jira Enhanced Email Handler (JEMH) can bypass the automatic add (and be a lot more powerful than the built-in stuff), and you can write stuff/scripts which will automatically remove users and so-on. But I don't know of a way to prevent this in off-the-shelf Jira.

[Deleted user]

Peter, have you ever thought about an integration of OTRS and Jira where ypou transfer OTRS ticket to jira issue automatically based on a configurable field mapping and syncing ticket and issue data especially comments.

[Peter]

Thank you, wotan. I would like to avoid setups where I have to maintain different tools and the connections between them. That is why I am looking for a solution "out of Jira". It seems this is an, at the moment, impossible task...

[C_ Faysal]

Hi. If i remember it right the users that are being created from the mailhandler will be put into "jira-users" which will count against your license. Afaik the plugin JEMH provides the feature to insert users created by email into an other group (you can specify). Those user won't be able to login into jira but recieve mails upon issue activity you set up in notification schemes like nic already pointed at.

[C_ Faysal]

Nic is too fast....i hate typing on smartphones :(

[Peter]

Thank you very much!