I can't seem to tag a user in the description or comments section of a Jira ticket.

[HollyDH]

The user is setup as a basic user, however I have given them access to the relevant project. 

The same permission setup works on other projects. 

When I try to tag them, their name just does not come up as an option to tag. 

[Andy Heinzer]

Hi,

Sorry to hear there is a problem here.   I looked through our listing of past incidients and I came across one that was near the time you reported this.  Please see https://jira-core.status.atlassian.com/incidents/vkfqq655gndd for full details.  There was a problem in regards to user management and accounts with some Jira Cloud customers.   So it is possible you might have been affected by this incident at the time you created this issue.

I am curious to learn if the problem you mentioned still exists, or if perhaps this has been resolved at this time.

Please let me know either way.

Regards,

Andy

[HollyDH]

HI Andy,

Thanks for the response. 

I just checked and it is still not working. 

[Andy Heinzer]

I created a support case on your behalf so that our Cloud support team and investigate this closer.  You can see that request in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-496797

Just so you know, as an Atlassian Cloud site admin, you can create these kinds of technical support requests yourself. You can do this by

1. going to https://support.atlassian.com/contact/
2. Select Technical issues and bugs
3. Select Product (Jira)
4. Select Cloud
5. and enter your cloud URL (such as example.atlassian.net)

This will ensure that your request is routed to our technical support team that can more closely investigate this problem.