Uploaded image for project: 'Identity'
  1. Identity
  2. ID-7089

Cannot mention specific user in pages or comments at all

XMLWordPrintable

      Update 2022/02/09

      Hi Everyone,

      We’ve fixed this for any new imports. New imports will not have any @mention or user picker issues from this username bug.
      We’re still working on fixing historical issues that the clashing usernames have caused. We’re working out a way to identify and re-associate users with their correct username, but this will take some time.

      If you do have users that still have this issue, please contact support with the userID or user email, and we can fix these users for you individually.

      In the meantime, I'll be leaving this ticket open until we have all the historical issues closed.

      Thanks for your patience on this issue, it has certainly been a challenge on our side to get it fixed!

      Cheers,

      -Kieren

       

       

      When trying to mention a user ( with @mention or mention ) or finding them in the listed users of a user picker field (eg. Assignee) the user does not show up as an option. The specific user can't be mentioned by anyone on pages or comments. 

      Steps to Reproduce

      1. Create a page or comment
      2. Type "@user"

      Expected Results

      • You can select the desired user to mention
      • You can find the user in the Assignee field in Jira

      Actual Results

      • The user doesn't show up as an option and cannot be mentioned

      Notes

      • This will also make it impossible to add the user individually on space permissions and page restrictions.
      • This is a very specific bug, but the symptoms are common. If you can [~ mention, or if you are unable to mention more than a few specific users, this bug is not what you are dealing with. 
      • The specific user will not be able to mention any other user as well.
      • In Jira, this seems to only happen in the new issue view.

      Workarounds

      • First one:
      • Second one: 
        • Go to the site's administration > Users > Select the user > change the User Role to Trusted, refresh the page and then, change it back to the previous role (Site administrator/Basic).
      • Third one (strictly for Jira)
        • Temporarily switch to the old issue view

            [ID-7089] Cannot mention specific user in pages or comments at all

            Dip added a comment -

            Hi Everyone,

            We had fixed the issue for all new users on 2022/02/09 and we were working on fixing users who were affected by this issue historically. 

            Happy to announce that we have fixed the users' accounts which were affected by this issue. We will be closing this issue as fixed. Thanks for your patience on this issue!

            Thanks

            Dipanjan

            Dip added a comment - Hi Everyone, We had fixed the issue for all new users on 2022/02/09 and we were working on fixing users who were affected by this issue historically.  Happy to announce that we have fixed the users' accounts which were affected by this issue. We will be closing this issue as fixed. Thanks for your patience on this issue! Thanks Dipanjan

            Kieren (Inactive) added a comment -

            Hi Everyone,

            We’ve fixed this for any new imports. New imports will not have any @mention or user picker issues from this username bug.
            We’re still working on fixing historical issues that the clashing usernames has caused. We’re working out a way to identify and re-associate users with their correct username, but this will take some time.

            If you do have users that still have this issue, please contact support with the userID or user email, and we can fix these users for you individually.

            In the meantime, I'll be leaving this ticket open until we have all the historical issues closed.

            Thanks for your patience on this issue, it has certainly been a challenge on our side to get it fixed!

            Cheers,

            -Kieren

            Kieren (Inactive) added a comment - Hi Everyone, We’ve fixed this for any new imports. New imports will not have any @mention or user picker issues from this username bug. We’re still working on fixing historical issues that the clashing usernames has caused. We’re working out a way to identify and re-associate users with their correct username, but this will take some time. If you do have users that still have this issue,  please contact support with the userID or user email , and we can fix these users for you individually. In the meantime, I'll be leaving this ticket open until we have all the historical issues closed. Thanks for your patience on this issue, it has certainly been a challenge on our side to get it fixed! Cheers, -Kieren

            Puján Z added a comment -

            Come back in 2025 and maybe it's rolled out. Atlassian is busy with social initiatives. It's understandable they don't have time to concentrate on improving their product.

            Puján Z added a comment - Come back in 2025 and maybe it's rolled out. Atlassian is busy with social initiatives. It's understandable they don't have time to concentrate on improving their product.

            Bunyodbek Kosimov added a comment -

            Hi everyone,

            Any news about this issue? Still cannot mention users in Comment.

            Bunyodbek Kosimov added a comment - Hi everyone, Any news about this issue? Still cannot mention users in Comment.

            tleclerc added a comment -

            This workaround does not seem to be working anymore for us, and is indeed still an issue, at least in our environment.

            tleclerc added a comment - This workaround does not seem to be working anymore for us, and is indeed still an issue, at least in our environment.

            Kieren (Inactive) added a comment -

            Hi All,

            We've rolled out some changes to make this bug less common, but we're currently waiting on a change to the Site Import feature that will allow us to fix this bug completely. We don’t have any concrete dates yet on when this will be completed.

            Currently this bug should only occur when using the site import feature, where two different users exist with the same username or string before the @ in the email address. This can be mitigated by doing 3 things:

            1. Ensuring all usernames are unique before using the site import function
            2. When using the site import function a second time for the same site, that usernames are unique BETWEEN different site import files.
            3. Use a test site to do any site import testing, then create a new site when doing the production site import.

             

            Kieren (Inactive) added a comment - Hi All, We've rolled out some changes to make this bug less common, but we're currently waiting on a change to the Site Import feature that will allow us to fix this bug completely. We don’t have any concrete dates yet on when this will be completed. Currently this bug should only occur when using the site import feature, where two different users exist with the same username or string before the @ in the email address. This can be mitigated by doing 3 things: Ensuring all usernames are unique before using the site import function When using the site import function a second time for the same site, that usernames are unique BETWEEN different site import files. Use a test site to do any site import testing, then create a new site when doing the production site import.  

            Christopher Rampola added a comment -

            Do we have an update?

            Christopher Rampola added a comment - Do we have an update?

            Ben Jackson added a comment -

            Either you don't follow your published Bug Fixing Policy (https://confluence.atlassian.com/support/atlassian-cloud-bug-fixing-policy-206865884.html) or your sprints are checks notes.... ** ~6 months long.

            Ben Jackson added a comment - Either you don't follow your published Bug Fixing Policy ( https://confluence.atlassian.com/support/atlassian-cloud-bug-fixing-policy-206865884.html)  or your sprints are checks notes .... ** ~6 months long.

            Kieren (Inactive) added a comment -

            Hi Everyone,

            We're getting close to fixing this bug. Hope to have some good news in the next 4 weeks.

            Kieren (Inactive) added a comment - Hi Everyone, We're getting close to fixing this bug. Hope to have some good news in the next 4 weeks.

            kayode.faith added a comment -

            As far as I know there is not work around as of two weeks ago.    I had Atlassian do a sync between the users for me on their end and this worked.

             

            kayode.faith added a comment - As far as I know there is not work around as of two weeks ago.    I had Atlassian do a sync between the users for me on their end and this worked.  

              kdight Kieren (Inactive)
              awallace@atlassian.com Amber W. (Inactive)
              Affected customers:
              141 This affects my team
              Watchers:
              184 Start watching this issue

                Created:
                Updated:
                Resolved: