Some users can't @mention to other users in the project for a next-gen software project

[Sandy Huntley]

I have two users, one from our Japanese office and another from our German office, they both belong to exactly the same groups and are both added to the project as members, the person in the Japanese office can @mention other project members but the person in the German office cannot.

Has anyone else had this problem and know what the issue is?

Thanks

Sandy

[Daniel Ebers · Accepted solution]

Hi Sandy,

could you please make sure all of the listed points are absolutetly met for the user accounts that are currently not able to use the (at)-mention?

https://confluence.atlassian.com/jirakb/mentions-and-autocomplete-are-not-working-in-jira-cloud-779160727.html

Although you said they belong to the same groups the one or another detail is sometimes missed - why I am kindly ask you to double check as per guide above :)

Cheers,
Daniel

[Sandy Huntley]

Thanks very much @Daniel Ebers for your help, the problem has now been resolved.

[Yenchi Cheng]

Thanks for the post @Sandy Huntley and the answer from @Daniel Ebers!