Cannot mention a particular user in an issue

[Aleksei Klimkin]

Hi Everyone,

We have a Jira Software version 7.12.3 that uses a local directory (users log in to our instance with domain credentials).

In our LDAP we have a group jira_users, and the user in question is connected to this group.

This group is given a global permission to View users.

But, for some reason, this particular user cannot be mentioned in an issue (no matter in what project) while all the others can be (at least we didn't see this problem for any other user yet).

I've just performed a full re-index, but it didn't solve the issue.

What can be the cause and how to fix it?

Thanks in advance.

[Manon Soubies-Camy · Accepted solution]

Hello @Aleksei Klimkin,

Have you checked the dedicated documentation page: @mentions are not working in JIRA? The most frequent cause is that you, as the user attempting to mention someone, don't have the Browse users global permission.

Hope this helps!

- Manon

[Aleksei Klimkin]

Hi Manon,

Yes, I've checked that page, and the issue, as explained above, is not about not being able to mention users, but rather only a particular user. Browse users in global permissions is on and has always been.

Thank you.

[Manon Soubies-Camy]

Ok, how about the other causes listed in the KB article then?

• The mentioned user does not have Browse Project permission
• The issue where he's being mentioned has a security level that restricts him from viewing it

[Aleksei Klimkin]

Oh, I've figured it out!

The user in question has had Developers role in all the projects, but the ability to mention a user requires Users role.

So the solution is to either change the permission scheme or to add the user to respective Users group in LDAP.

This is a bit counter-intuitive, but makes sense after all.

Thanks for your help!

[Manon Soubies-Camy]

Glad it helped :)